Case Study: LateRooms.com achieves exceptional customer service and boosts bookings with Brandwatch

Accommodation booking website uses Brandwatch to improve customer service

LateRooms.com, founded in Manchester in 1999, is the UK’s leading online hotel-booking specialist with over 65,000 properties and 1.4 million guest reviews. Operating in a fast-moving travel sector, the company needed to monitor vast social conversation to protect its reputation, find customers before competitors and support a proposed social "Concierge" customer-service initiative.

LateRooms.com implemented Brandwatch for real-time social monitoring and analytics, using filters and dashboards to surface high-value forum threads, Twitter mentions and community opportunities. The platform powered a proactive Concierge that resolved issues quickly, uncovered affiliate partnerships (e.g., Blonde Poker) and converted 30% of Concierge enquiries into bookings, improving customer service and delivering measurable ROI.

LateRooms.com

Richard Kemp

Social Media Manager