Offering In-app Communication Enables IHG To Build Relationships With Loyal Customers Apptentive Drives Over 9,000 Mobile Customer Conversations Due to the size of the InterContinental Hotel Group (9 hotel chains with 4,800 hotels across 100 countries), building a relationship with customers posed a monumental challenge. IHG needed a way to be available to all of their customers on their preferred communication channel. Prior to using Apptentive, IHG customers were unable to contact the brand through their mobile app. The importance of mobile communication was demonstrated when a customer spoke to the concierge about an issue, and walked away unsatisfied. Instead of After leaving the hotel, the customer opened up the IHG app, which is where they had booked their reservation. Wit

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