Clickatell je otkrio rezultate svog najnovijeg izvješća Chat Commerce Trends Report: Travel Edition, koje otkriva nove uvide o tome kako današnji potrošači žele komunicirati i kupovati s hotelima, zrakoplovnim tvrtkama i tvrtkama za iznajmljivanje automobila u razgovorima putem mobilnih poruka. Anketa, koja je uključila odgovore više od 1,000 američkih sudionika, otkrila je da 87% potrošača preferira korištenje mobilnih poruka za komunikaciju s putničkim tvrtkama.
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.
Izvješće također naglašava da turističke tvrtke propuštaju jedinstvenu primjenu iskustva mobilnih poruka: plaćanja. Zapravo, 73% potrošača navelo je da nikada nisu kupovali putem SMS veze za plaćanje. Međutim, uz 77% potrošača koji su rekli da su spremni koristiti vezu za mobilno plaćanje s turističkim markama, postoji velika prilika za zrakoplovne tvrtke, hotele i tvrtke za iznajmljivanje automobila da poboljšaju iskustvo putovanja i omoguće potrošačima da pregledavaju, kupuju i prate svoje planove putovanja sve na svojim mobilnim telefonima. 81% potrošača vjerojatno bi obavilo kupnju putem veze za plaćanje s bilo kojom vrstom putničke tvrtke, s hotelskim rezervacijama na vrhu liste (58%).
Dodatni ključni nalazi uključuju:
• 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.”
