Clickatell’s latest Chat Commerce Trends Report found 95% of consumers desire a personalized experience in chat for booking updates, especially for flight delays, late check-ins, and upgrades
ڪلڪتيل, the CPaaS innovator and Chat Commerce leader, today revealed the results of its latest چيٽ ڪامرس رجحان رپورٽ: سفر ايڊيشن, which uncovers new insights about how today’s consumers want to communicate and make purchases with hotels, airlines, and rental car companies in mobile messaging conversations. The survey, which fielded responses from over 1,000 participants, found 87% of consumers prefer to use mobile messaging to communicate with travel companies.
77% of consumers say they’re willing to use a mobile payment link with travel brands.
To deeply understand how consumers communicate with travel brands, Clickatell’s new research found widespread demand for personal and convenient customer experiences through messaging conversations, such as 92% of participants would like to use mobile messaging to interact with hotels, 89% would like to use mobile messaging to interact with airlines, and 85% would like to use mobile messaging to interact with rental car companies. Gen Z, Millennials and Gen X also all place mobile messaging as their top method of communication with travel brands, showcasing those younger generations are the most inclined to interact with brands via mobile.
رپورٽ پڻ نمايان ڪري ٿي ته سفري ڪمپنيون موبائل ميسيجنگ تجربو جي هڪ منفرد ايپليڪيشن تي غائب آهن: ادائيگيون. حقيقت ۾، صارفين جو 73٪ اشارو ڪيو ته انهن ڪڏهن به خريداري نه ڪئي آهي ايس ايم ايس جي ادائيگي جي لنڪ ذريعي. جڏهن ته، 77٪ صارفين جو چوڻ آهي ته اهي سفري برانڊز سان موبائل ادائيگي جي لنڪ استعمال ڪرڻ لاء تيار آهن، اتي ايئر لائنز، هوٽلن ۽ رينجر ڪار ڪمپنين لاء هڪ وڏو موقعو آهي سفر جي تجربي کي وڌائڻ ۽ صارفين کي براؤز ڪرڻ، خريد ڪرڻ ۽ ٽريڪ ڪرڻ جي اجازت ڏيڻ لاء. سفر جا منصوبا سڀ سندن موبائل فون تي. صارفين جو 81٪ ممڪن آهي ته ڪنهن به قسم جي سفر واري ڪمپني سان ادائيگي جي لنڪ ذريعي خريد ڪري، هوٽل جي رزرويشن سان لسٽ ۾ (58٪).
اضافي اهم نتيجن ۾ شامل آهن:
- ايئر لائنز:
- 48% want mobile communications from travel companies at the time of booking, and 63% said within 24 hours.
- Consumers would most like to receive a message on the day of their trip with important information, with 60% of consumers wanting to receive notification of any last-minute changes to their flight itinerary.
- 48% of consumers would like to book a flight reservation with an airline via mobile messaging.
- ھوٽل
- Consumers prefer mobile messaging with hotels (92%) vs. airlines (89%).
- For hotels, receiving a mobile message that your room is ready and requesting early or late check-in is the highest preference among consumers (58% want a notification that their room is ready and 41% want to be notified to upgrade their room).
- Hotel reservations and room upgrades are the highest preference for using a chat payment link – 58% would like to book a reservation, 47% want to upgrade their room.
- Rental cars:
- 54% of consumers would like to receive a message on the day of their trip with important car rental information, and 50% of consumers want to receive notification of any last-minute changes.
- ادائگي
- 71% of consumers indicated that they are more willing to purchase with a travel company through a payment link only after chatting with a live agent or automated bot.
- General travel:
- 27% prefer mobile messaging to communicate with a travel company (the highest of any category), while only 8% prefer to communicate with a travel company on the website chat.
- 48% of consumers would expect mobile messages to begin at the time of booking, 63% would expect mobile messages to begin 24 hours before their trip.
- 80% of consumers say it is more convenient to use a travel desk via mobile messaging compared to other channels.
- iPhone users are more compelled to use mobile messaging with travel companies compared to Android users.
“By enabling communications and purchases for their customers in chat, Clickatell has opened the doors to convenience and personalization across travel brands,” said Pieter de Villiers, CEO and co-founder of Clickatell. “The data shows that there is an opportunity for travel brands to deliver services to their customers easily and conveniently via mobile messaging, which consumers desire and demand. Perhaps now more than ever, consumer loyalty is up for grabs and travel brands need to capitalize on every touchpoint.”
