Earlier over the summer, this blog reported on Airbnb's attempts to make customers feel more secure in their use of the coordinated house sharing system the company set up. Further steps have been taken, ABC reports, as Airbnb has both opened up a new "hospitality lab" and recruited a "head of global hospitality" to help in these matters.
Especially with a business as seemingly decentralized as Airbnb, with participating property owners and travelers using it all over the world, it can seem difficult for a business to enforce standards. But, an online customer services team can help engineer this, even if it requires inventing new services or positions.
Forbes reported on Chip Conley, the hotel entrepreneur who has been appointed "head of global hospitality" for Airbnb. Conley will be in charge of the "Lab," which is based out of Dublin.
"We want hosts to understand that the more we create unique experiences and the more localized experience it is, the more we meet the needs of guests," he said.
If your business requires the management of individual participants in different countries who won't meet and may have clashing ideas of the best approaches to service, this could be the only way to start seeing better results.
By contracting and maintaining a center than can provide consistent guidelines through answering services or other means of communication with inquiring customers, new changes can be instituted to help rework the reputation a company has and orient itself in a new direction.
If your business is desperately in need of an external solution, a call center can be critical to helping with that vision.