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Community Support | Host Q&A | Airbnb

Community Support | Host Q&A | Airbnb


(upbeat music) – Thanks, Laura I’m really excited about having clear, and enforceable, guest
standards, I think it will make things a lot simpler and
a lot easier going forward. But however, we do know that
at times some things go wrong, and so what I want to do
is show you some things that we’re working on that hopefully makes you feel like we have got your back. So this first demo is a
pilot that we’ve got going on at the moment in North America, which is an urgent support line. So you’ll see there’s a
little shield at the top which you can select, and
it gives you an option there that you’ve got an urgent query and you really need to speak to someone. And what’s happening at the moment is we’re answering this within 30 seconds, so it really is for when those really serious issues are happening, and you’ll be able to
simply press on a button, come straight through to us, and someone will be there to
answer that within 30 seconds. So at the moment it’s available as a pilot across the U.S. and in China, and we hope to expand that further throughout the rest of the year. And we’ll be rolling it out
globally as we move into 2020, so it’s a really exciting change, I think. Following on from that, very similar, but is when people feel
like they really need to get in touch with emergency services. So, and what we’re building
straight into the app is the option for you to call now, and so it’ll link you directly to your local emergency services. – And we should add, this is
available for hosts and guests. So, I mean, I know you
all know what 911 is, but if you’re a guest traveling and you’re in another
country you might not. And so that’s really
the purpose of this one, is for folks that are
traveling that do want to connect with local emergency services. – Aside from urgent issues, one thing that we’ve been investing in is live chat. So that’s the one channel that
you can get instant support for some of the really simple queries. So if you need to ask
someone about changes with your calendar, or there’s some things that you want to check
on in terms of pricing. So some of those simpler questions, and you don’t want to
have to wait on the line, you don’t want to be calling up, that live chat feature means that it’s the fastest way you’ll get
some of the issues resolved. It’s slowly being rolled out
and we’re growing that team, we’ve got over 400 agents currently now who are dedicated to live chat, and it’s the highest satisfaction
that we have as well. – And where did you say you find it, is you click on the Airbnb app and then. – So and yeah, when you go
through the contact flow, it’ll give you the option to say do you want to chat someone, or do you want to message someone, or do you want to call someone? We need to make sure
that there’s people there to support you, so one thing
that we’ve really invested in is kind of the structure of our team and the size of the team. So this year we’ve hired an
additional 4,000 specialists across the world to make
sure that there’s people there to support, and to
support some of these new lines that we’ve developed,
which is really great. And then we also restructured
the whole organization within community support to make sure that when you contact us, we can
get you to the right person for the right type of
issue that you’ve got. Instead of you having to
explain it multiple times, what we’ve done now is kind
of structured it in a way that for those really complex issues, you’ll go straight to some of our most experienced specialists, and you won’t have to
explain it multiple times. And so we’re doing a lot of work there to make sure that there’s
a standard approach across all of our teams, so
that whenever you make a claim you’ll have that same experience. We’re also doing a lot to
train the teams on empathy, ’cause we know that some of
those moments, when you know, you’ve had something damaged and if it’s in your own house and it’s
your personal belongings that we need to be more sensitive. The other thing that
we’re looking at doing is figuring out how can we make sure that for our more tenured
hosts and trusted hosts, we can resolve things faster for you. So what you’ll start to see now is that some of the payouts
and resolutions will start to be much faster for
those people who have been more trusted and
tenured on the platform. (upbeat music)

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