Personalized conversations. Concierge chatbots. Five-star customer experiences. Messaging is taking off. ✈️
How we communicate with customers has changed.
The messaging channels we already rely on to chat with our friends and family are quickly becoming places of business. In the past year, WhatsApp has made its API available to large enterprises, and Apple and Google have embedded business messaging in mobile search results and maps. Meanwhile, the emergence of conversational marketing and support tools have brought modern messaging to hundreds of thousands of company websites and mobile apps.
From local businesses to global enterprises, brands are feeling the gravitational pull of conversations.
This is especially true among travel and hospitality brands, where delivering personal and frictionless customer experiences is key to building customer satisfaction and brand loyalty.
As messaging becomes part of the travel experience, chatbots are popping up as fast as boutique hotels and budget airlines. Luxury hotel guests are messaging the front desk rather than calling. Airlines are routing customer concerns to messaging channels — both owned and OTT (over-the-top) — before phone and email.
We gathered insights from leading travel and hospitality brands and software makers to understand how messaging is transforming the travel experience. This report looks at the entire travel customer journey, from pre-booking to post-trip, unpacking the various opportunities messaging creates to offer personalized, convenient, and frictionless CX at scale.