In fact, when a guest engages in a live chat conversation through Front Desk we see a 9% chat to booking ratio. That’s a great start, but what happens when a guest having a conversation over message is ready to book right away? In our research we found that many direct bookers were being asked to leave the live conversation to complete a reservation via email or over the phone so that credit card details could be taken. The problem here is that it becomes much harder for hotels to be PCI compliant. Credit card details must be deleted as soon as they have been used. In this case that would mean regularly checking all reservation staff email accounts and deleting any customer payment details. Not the most efficient process. Get the full story at Triptease