Clickatell zverejnil výsledky svojej najnovšej správy o trendoch obchodu Chat: Travel Edition, ktorá odhaľuje nové poznatky o tom, ako chcú dnešní spotrebitelia komunikovať a nakupovať s hotelmi, leteckými spoločnosťami a požičovňami áut v konverzáciách prostredníctvom mobilných správ. Prieskum, ktorý zahŕňal odpovede od viac ako 1,000 87 účastníkov z USA, zistil, že XNUMX % spotrebiteľov uprednostňuje používanie mobilných správ na komunikáciu s cestovnými spoločnosťami.
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 that younger generations are the most inclined to interact with brands via mobile.
Správa tiež zdôrazňuje, že cestovné spoločnosti prichádzajú o jedinečnú aplikáciu mobilných správ: platby. V skutočnosti 73 % spotrebiteľov uviedlo, že nikdy neuskutočnili nákup prostredníctvom platobného odkazu SMS. Keďže však 77 % spotrebiteľov uviedlo, že sú ochotní použiť mobilné platobné prepojenie s cestovnými značkami, existuje pre letecké spoločnosti, hotely a autopožičovne veľká príležitosť zlepšiť zážitok z cestovania a umožniť spotrebiteľom prehliadať, nakupovať a sledovať ich cestovné plány všetky na svojich mobilných telefónoch. 81 % spotrebiteľov by pravdepodobne uskutočnilo nákup prostredníctvom platobného odkazu s akýmkoľvek typom cestovnej kancelárie, pričom na prvom mieste zoznamu by boli hotelové rezervácie (58 %).
Medzi ďalšie kľúčové zistenia patria:
• Airlines:
o 48% want mobile communications from travel companies at the time of booking, and 63% said within 24 hours.
o Consumers would most like to receive a message on the day of their trip with important information, with 60% of consumers wanting to receive a notification of any last-minute changes to their flight itinerary.
o 48% of consumers would like to book a flight reservation with an airline via mobile messaging
• Hotels:
o Consumers would prefer to use mobile messaging with hotels (92%) vs. airlines (89%).
o 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).
o 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:
o 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 a notification of any last-minute changes.
• Payments:
o 71% of consumers indicated that they are more willing to make a purchase with a travel company through a payment link only after chatting with a live agent or automated bot.
• General travel:
o 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 website chat.
o 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.
o 80% of consumers say it is more convenient to use a travel desk via mobile messaging compared to other channels.
o 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.”
