Our team has been busy this month with new feature releases designed to help you recover guests faster, resolve issues more effectively, and improve operational workflows across your teams.
New Feature: Guest Recovery
Yumpingo Guest Recovery is a new Feature designed to help you turn guest dissatisfaction into loyalty. By detecting unhappy guests in real time and enabling swift, personalised responses, Guest Recovery helps prevent negative online reviews and recover lost revenue.
Overview
Combining service recovery with continuous improvement, Guest Recovery empowers teams to manage guest issues before they escalate, all within one centralised, easy-to-use interface.
New Capabilities
- Real-time alerts for low NPS scores and guest complaints
- Automatic case creation within the Yumpingo Hub
- Integrated case management including:
- Guest communication
- Internal notes and case history
- Resolution and response time tracking
- Intelligent search and filtering for efficient follow-up
How it Works
- Guests provide feedback through the existing Yumpingo review flow
- If a score or comment meets your configured thresholds (for example, NPS 1–3), a case is automatically created
- Your team can view, manage and resolve the case in real time
- Send personalised responses and incentives to win back the guest
- Use insights to prevent recurring service issues
How it’s Set Up
- Configured within the Yumpingo
- Customisable NPS thresholds, workflows and response templates
When - Available now
How - Contact your Customer Success Manager or email Customersuccess@yumpingo.com to get started
Cost - POA
Feature Improvement: Full Review Details in Complaint Alerts
Overview
This update enhances the Support Centre complaint alert emails by including the full guest review content. This ensures teams using third-party tools like Zendesk or ServiceNow can respond effectively, even without dashboard access.
New Capabilities
- Guest complaint alert emails now include full review content
- Review text and session data visible directly in your support inbox
- Matches what is shown in the Guest Recovery
How it Works
- The email payload now includes additional data
- The template has been rebuilt to display the full review within the email
- Designed for teams managing guest support outside the Yumpingo platform
How it’s Set Up
- Automatically enabled for customers using Complaint Alerts
- No configuration changes required
When - Available now
How - Already live for all customers using the feature. For assistance, contact your Customer Success Manager or email Customersuccess@yumpingo.com
Cost - Free of Charge
If you have any questions or require any further information, please reach out to our customer success team (Customersuccess@Yumpingo.com).