Today, it is becoming more and more popular to shop through smartphones. Looking at the structure of e-commerce retail sales, you can see that most of all sales in the US are mobile purchases.
According to the research, 54% of all e-commerce sales will be made through mobile devices in 2021.
For customers to be able to seamlessly make purchases through your website or program, it is vital to have a convenient and secure payment gateway in your program.
After all, as evidenced by the data of various studies, an inconvenient and dangerous payment system forces users to make purchases from your competitors, even if your product is much better.
According to the study, 11% of users abandon their order through a complex checkout system. 12% - if they need to enter too much personal information, 7% - if the list of payment methods is too small and the user cannot find the one he needs, another 14% - if there is no guest payment option on the site or in the program.
But integrating secure payment systems is not a very easy process. There are several factors to consider. Payment gateways must be secure, also include several payment methods, as well as support the ability to pay in multiple currencies.
What Is a Payment Gateway?
Before you learn how to make a secure payment gateway to ensure secure payments, let’s discuss what exactly payment gateways are and why they are so important.
A payment gateway is a technology that collects and transfers data from a client to an acquirer and then sends a notification to the client about the acceptance or rejection of the payment.
A payment gateway process involves verifying the customer's bank card details, ensuring the availability of funds, and allowing the merchant to receive payment for a product or service.
This technology acts as an interface between a merchant's website and its acquirer. Another function of the secure payment gateway is encryption of the confidential data of the client's credit card in order to enable the anonymized transfer of the client’s data to the acquirer.
In simple terms, the secure payment gateway is a virtual analog of a point-of-sale terminal, which we can see every day in different offline stores.
The payment gateway process acts as a middleware between buyer and seller, providing secure payments. Using a secure online payment gateway simplifies the process of implementing the necessary software for merchants several times.
As noted earlier, this technology also manages the user's confidential information, such as bank card number, expiration date, and CVV code.
Why Do Companies Need a Payment Gateway?
But still, why should you use a secure online payment gateway if it only serves as an intermediary? The problem is that secure payments through a website or program do not work the same way as through a terminal in a regular store.
It is impossible to physically swipe a bank card through the terminal, you can only rely on the data of the card that the client enters on the payment page.
But it is impossible to be completely sure that the user’s card is their own. That is why in such secure payments, where it is impossible to provide a physical card, the risk of fraud is very high. In such situations, payment gateways come in handy.
If you do not use a secure payment gateway to flow your online payments, it will be much easier for fraudsters to gain access to your customers' bank card details, which will make your company very vulnerable and cause irreparable damage to your reputation.
By using a secure payment gateway, you can keep your customers' bank card confidential information out of threats. In addition to protecting against fraud, the secure payment gateway also protects merchants from expired cards, insufficient funds, closed accounts, or exceeding credit limits.
How to Make the Payment Gateway Secure and Protected?
Payment gateways must ensure that merchants always receive funds from customers upon purchase and that they do not have to worry about credit risk and the possibility of fraud.
Still, it is almost impossible to completely prevent fraud. Fraudsters always improve their methods, and therefore such a disaster can befall anyone.
But by using a secure payment gateway, you can significantly reduce the possibility of fraud and prevent theft. Below are several ways that you can use to provide secure payment on your website or program.
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Every transaction that takes place through your company's website or mobile application must be protected by SSL. With the help of SSL, it becomes possible to encrypt the confidential data of your customers' bank cards, which makes this information protected from fraudsters.
The use of such technology not only increases the security of payments but also makes customers more inclined to purchase. SSL is indicated by a padlock icon in the address bar, and web addresses start with HTTPS.
When a user sees such an icon, he understands that he can safely make purchases through your site and not worry about the security of his data.
The secure payment provider you are using must be sure to use HTTPS for all of their services, and therefore you must make sure they also have an SSL certificate.
In addition, you should also regularly check the information about the certification authorities that you or they use. This will help keep your secure payment high.
PCI Certificate
When processing payments on your site, PCI is required. The Payment Card Industry Data Security Standards (PCI DSS) include guidelines that merchants must follow to protect sensitive user data when processing payments. Some of the requirements of this standard include:
Use validated payment software at the point-of-sale or website shopping cart;
Do not store sensitive customer data on computers;
Encrypt transmission of customer data across any open public networks;
Use a firewall on networks and PCs;
Teach employees about security measures, such as protecting cardholder data.
One of the best news is that merchants do not have to adhere to and comply with PCI standards. All they have to do is choose the best service provider.
Sellers can leave it up to the payment gateway to follow the industry security standards and provide data encryption, which is required by PCI.
That is why the merchant can be confident in a secure payment gateway if he adheres to these security standards. Thus, payment gateways act as third-party solutions that provide merchants with the latest and greatest security measures they need.
Tokenization
Tokenization replaces all sensitive user data with a set of characters that were randomly generated. The use of this technology significantly reduces the risk of data loss.
One of the best methods is to use a token, which is a real bank card number. After the transaction, the user's confidential data is sent to a special server, where they are securely stored.
Along with this, the seller receives a unique number. Using this number, the client can make purchases on the website or in the program. He does not need to enter all his data again, he can make payment in just one click.
If you use payment gateways with tokenization this will help you minimize the risk of payment fraud. You do not need to store all of your customers' information, that is, the data of their bank and credit cards, on your server.
It is also important that the data is encrypted even before it reaches the database server.
3D Secure Authentication
3D Secure (Three Domain Secure) is a messaging protocol that involves three domains: bank, technology that processes the transaction, and the issuing bank.
This is an additional layer of security that helps prevent fraudulent transactions without a physical bank card. In addition, by using such technology, you automatically transfer responsibility from yourself to the issuing bank.
That is why, when a user wants to purchase on the Internet, he must necessarily confirm the transaction with a generated password, or a one-time PIN, as sent from the bank via SMS. This will help to significantly increase your defense.
Conclusion
It’s worth noting that there are several rules that both sellers and customers should follow to secure their business and carry out secure transactions.
Companies must use all of the methods described above if they want customers to be able to securely purchase their products or services directly through their website or mobile app.
As for customers, they should check the websites on which they make purchases so that their personal information does not get to scammers.
It is also important to enter only the information that is associated with a bank card and in no case send scanned documents or copies of bank cards.
It is usually quite difficult for companies to develop their payment gateway themselves. Today there are many companies involved in financial software development. But not every company can provide quality services and make a truly quality product.
If you consider integrating a secure payment gateway, make sure to work with an experienced software development vendor as Intellectsoft.
We have years of experience helping businesses secure their payment processing and would be glad to work with you on your project. Contact us today and we will discuss your project in all the details.
The hospitality industry depends a lot on keeping customers happy, but it’s getting harder to attract and keep them. The pandemic hit this industry hard, and now market competition is tougher than ever, with competitive offerings swaying customers. Hospitality businesses are willing to spend big to win customers back. The main questions for many are: how can we stay ahead of the competition, keep our customers, and increase revenue? Keep reading—we’ve got some answers.
Customers today have so many options that getting their attention is a real challenge. It’s not easy to make them choose your business over others. What worked 10 years ago doesn’t work the same way now. Back then, people often chose businesses based on reputation. But with new types of businesses (boutique hotels, craft cafes) popping up or big enterprises getting a new strategy, expectations have changed. The good news is these businesses have shown what works: great customer service. They focus on personalizing the experience, making things easy for customers, offering loyalty programs, and using smart technology.
In this article, we’ll explore these tech strategies and show you how they can help your business grow, and double the revenue. Keep reading to learn more!
The Importance of Customer Satisfaction in the Hospitality Industry
Customer satisfaction, which equals exceptional customer experience, is the backbone of the hospitality industry. It plays a central role in driving revenue and loyalty, as satisfied customers are more likely to return and recommend a hotel, restaurant, or other hospitality business to others. In fact, a study by the Harvard Business Review found that a 1% increase in customer satisfaction can lead to a 0.5% increase in revenue. Moreover, loyal customers are more likely to forgive mistakes and continue doing business with a company, even if they experience a negative encounter.
Let's quickly review the challenges the hospitality industry is facing right now so we can move on to the solutions and our case studies.
Challenges in Hospitality
As businesses navigate the changes in the hospitality industry, there are some key areas where a little improvement can go a long way. From improving customer service to embracing digital transformation and tackling labor shortages, we’ll take a closer look at today’s biggest challenges—and, more importantly, how technology can step in to help. Let’s get started!
Poor Customer Service
Even with strong and high-quality business offerings, poor customer service can drive potential customers and existing customers away. Common issues include:
Long wait times in customer service queues (it is worth remembering that our attention spans 8 seconds, and we live in a very busy world, so quick and efficient responses are more important than ever.)
Poorly trained customer service representatives
Lack of follow-up
Services not being done properly or quickly
Recall issues that require multiple service calls
These problems can frustrate customers. But, at Intellectsoft, we believe that the right approach, combined with technology, can address them effectively.
Digital Transformation Gaps
Approximately 50% of hotels are adopting new technologies, with 43% automating repetitive tasks and 39% upgrading existing systems. Source: workstaff.app
While many businesses are adopting digital solutions, some still struggle with outdated systems and fragmented data. Legacy companies often face chaos when trying to manage their data and create new systems or add features.
Some of the recent examples include clients coming to us to create AI solutions for their services while their data simply was not ready for the advanced tasks. We advise stepping back, communicating with a company objective, and working on keeping the data clean (centralized, structured, and segmented).
When we’re asked to create advanced systems using AI, we always emphasize the importance of organized data. To train AI and build such complicated systems that truly work, you need to start from the very beginning—collecting, storing, centralizing, and organizing it. We encourage our clients to align all departments to work internally on the data so we can create a unified digital system that delivers personalized experiences.
If you’re unsure where to start with your data, we can help. Collecting feedback at various touchpoints along the customer journey is crucial for gaining insights into customer satisfaction and loyalty. Book an IT consultation with us, and our experts will guide you in mapping out a path to get more from your data and build a system that works for your business and team.
Reskilling Staff
The pandemic hit hard in early 2020, especially for the hospitality and travel industries. Even five years later, many businesses are still feeling the impact. Recruiting and retaining skilled staff has become a major challenge post-pandemic.
Reskilling to address technology’s impact is of utmost importance, as about 40% of hotel General Managers place it among their top three workforce challenges.
We strongly believe that adopting the right technology can help. For example, creating an app to train your staff not only saves time but also ensures consistency in learning. AI assistants can also work alongside your team, helping with tasks like recruitment (providing industry insights, crafting emails) and staff training. Imagine having an app dedicated to making your team’s work easier and more efficient!
How Technology Tackles These Challenges and Supports a Customer-Centric Hospitality Culture
Automation, AI, and similar technologies may threaten many. However, the debate about replacing humans isn’t about that—it’s about cooperation and working hand in hand with technology to achieve the highest standards and establish brand-new “golden standards.” Technology is here to assist staff in listening to and collecting customer insights from data.
Let’s review some of our cases to see examples of how technology helps improve customer experience and supports customer service.
Examples of Intellectsoft projects
Property management systems (PMS)
We created a web platform and mobile app that makes managing daily tasks easier and offers extra services to improve residents’ experience. It gives a clear overview of daily activities and helps with managing units and users. Residents can easily book amenities, submit service requests, and report incidents. The platform also includes features for equipment management, key instructions, workflows, and custom permissions. This makes it easier for staff to stay on top of equipment and ensure residents have all the information they need. Plus, tools like announcements, quick votes, a forum, and a community calendar help build a connected and engaged community.
Guest Experience Management App
Our next app helped our client improve their guest experience by replacing printed marketing materials and the need for phone calls with a smart solution. Now, guests can easily order in-room dining, make reservations, and interact with staff— through a simple tablet in their room. The solution includes three parts: a custom in-room tablet with a variety of services, an admin panel for hotel staff and service providers, and a backend system that connects everything together. This approach makes things easier for guests and staff, improving both convenience and efficiency.
Existing Customers First: Building Loyalty with Personalized Touchpoints
Keeping existing customers is not just a strategy; it’s well-known that retaining existing customers is more cost-effective than acquiring new ones. In fact, research shows that it costs five times more to acquire a new customer than to retain an existing one. KPMG named customer retention as the number one revenue driver for the company.
Moreover, a 5% increase in customer retention can lead to a 25% to 95% increase in profits, showing the significant impact loyal customers can have on a business’s bottom line. Retention strategies, like personalized experiences and loyalty programs, can foster long-term relationships and generate recurring revenue, ultimately making them an invaluable part of any business model.
Personalization: How Technology Can Help?
Everyone loves to feel special—it’s part of being human. In hospitality, personalization has evolved from being a luxury to an essential standard. With the right technology to manage your data effectively, you can deliver those “wow” moments that guests won’t forget.
More than half of hotel chains are already using personalization features on their websites, booking platforms, and apps, and another 39% are planning to follow suit soon. They’re tailoring experiences to fit guest preferences perfectly.
Source: Deloitte
How does technology make it happen?
CRM Systems: They help you keep track of guest preferences, booking history, and special requests so you can offer services tailored just for them.
Loyalty Programs: Personalized rewards and offers show your guests that you value them, keeping them coming back for more.
AI Personalization: AI analyzes guest data to predict what they’ll love (from room upgrades to local recommendations) before they even ask.
IoT Gadgets: Smart room features like voice-activated assistants, or temperature controls adjust to your guests’ preferences, making their stay more comfortable.
With tech-powered personalization, you’re building loyalty and maximizing the lifetime value of every customer.
Our Case Study: Smart Hotel Management & Loyalty Program
For one of our clients, we created a smart room solution, complete with a custom IoT system. Guests can use a mobile app to control services, explore amenities, and find resort information-- with a special touch to their suite type. For the client’s entertainment business, we improved their legacy software by running a full IT and code check, fixing issues, and making the system better for customers.
Along with that, we developed a mobile app for the loyalty program, allowing businesses to effortlessly reward their customers and keep them engaged with exclusive benefits.
Our solutions not only helped the client with special experiences for guests; it also improved operations, cutting costs by eliminating inefficiencies. Here's what our experts shared:
"We transitioned away from ESB (Enterprise Service Bus) systems, which previously cost millions, and replaced them with more efficient, self-managed solutions. Similarly, we’ve implemented Device Farms that improved operations and saved resources."
Leveraging Software to Increase Upsell Opportunities
Here are some examples of tech tactics that will help your team sell more and introduce new offerings to existing customers, improve overall efficiency leaving your team grateful:
Dynamic Pricing Algorithms
For finance and marketing teams, manually calculating pricing by segment to introduce your clients can be incredibly challenging. AI-powered tools can strongly optimize these strategies by analyzing your database in detail.
Upselling via Apps
Boosting revenue in the hospitality business often comes down to personalized experiences. Imagine this: a guest books a room, and then your app suggests a spa package or a room upgrade at just the right moment. Later, it nudges them to book a dinner reservation or a guided tour designed to their preferences. With apps offering these personalized recommendations during and after bookings, you’re not just increasing your revenue per guest but also skyrocketing their experience. And you do it in a sustainable way, not by speculating, but by offering what your customers desire based on their previous experiences. It’s a win-win: seamless, helpful, and far from pushy.
Inventory and Resource Management Software
Making every resource count in your hospitality business is key. Inventory and resource management software allows you to effortlessly track everything from linens to room availability, ensuring nothing goes to waste. Having real-time insights to reduce overstock, avoid shortages, and optimize operations assists sustainably keep everything under control and know what you need to focus more. It helps maximize room occupancy by aligning bookings with available resources, ensuring every room and item is used effectively. This approach leads to smarter management, better guest experiences, and a noticeable boost to your bottom line.
Adopting these strategies not only optimizes your operations but also drives business growth. Ready to discover how technology can elevate your goals? We’re here to create a tailored solution for you.
Steps For Implementing a Customer Service Technology Solution
Improving customer service in hospitality doesn’t have to be a daunting task. With the right technology, you can smooth the path of your operations, speed up response times, and elevate the overall guest experience. Here’s where you can make it happen:
1. Understand Your Needs
Start by identifying the challenges your business is facing. Are you struggling to manage high volumes of inquiries, track customer feedback, or personalize the guest experience? Pinpointing your needs will guide you to the best solutions.
2. Pick the Right Tools
Choose technology that aligns with your goals. Look for solutions that are scalable, easy to use, and integrate effortlessly with your current systems. Options like CRM software, live chat tools, or a guest experience app can make a difference.
3. Equip Your Team
Technology is only as effective as the people using it. Train your staff to make the most of the new tools, so they can deliver exceptional service and resolve issues quickly. Confident, well-equipped staff creates happy, loyal customers.
4. Keep Improving
Once implemented, monitor how well the solution works. Are response times improving? Are customers more satisfied? Regular evaluations will help you fine-tune your approach and keep things running harmoniously.
Some Tech Ideas for Hospitality Businesses
CRM Software: Manage customer interactions and preferences.
Guest Experience Apps: Delight guests with personalized experiences right at their fingertips.
Amenity Management Systems: Simplify operations for everything from room service to facility bookings.
Live Chat Tools: Offer instant support and answers.
Social Media Management Tools: Keep customer interactions engaging and organized.
Integrating these strategies will not only improve your customer service but also deliver unforgettable customer satisfaction, loyalty, and, ultimately, your bottom line. Ready to take the next step? Book a consultation with our experts.
Conclusion
To wrap up everything we've discussed, customer satisfaction and experience are at the heart of hospitality. Retaining customers is more than just keeping them around—building strong, long-lasting relationships and consistently meeting their evolving needs. By understanding their pain points and offering personalized solutions, you can inspire loyalty and drive progress. With the right technology and continuous improvement, your business can stay ahead, let go of what no longer serves you, and keep growing.
At Intellectsoft, with over 17 years of experience in software development, our expert team is ready to help. We create everything from mobile apps to full-fledged portals and systems, leveraging the latest technologies like AI, Cloud, and Machine Learning. With deep experience in the hospitality industry, we’re here to craft personalized solutions that bring your business unforgettable customer experience and retain your valuable clients.
Ready to double your revenue and level up your customer retention strategy with personalized technology? Contact our experts, and we look forward to working hand in hand with you to build or revitalize the perfect app or system for you.
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