Călătorii adoptă mesageria și plățile mobile

Clickatell a dezvăluit rezultatele celui mai recent Raport privind tendințele de comerț în chat: Ediția de călătorie, care descoperă noi perspective despre modul în care consumatorii de astăzi doresc să comunice și să facă achiziții cu hoteluri, companii aeriene și companii de închiriere de mașini în conversațiile de mesagerie mobilă. Sondajul, care a inclus răspunsuri de la peste 1,000 de participanți din SUA, a constatat că 87% dintre consumatori preferă să folosească mesageria mobilă pentru a comunica cu companiile de turism.

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.

Raportul subliniază, de asemenea, că companiile de turism pierd o aplicație unică a experienței de mesagerie mobilă: plățile. De fapt, 73% dintre consumatori au indicat că nu au făcut niciodată o achiziție prin intermediul unui link de plată prin SMS. Cu toate acestea, având în vedere că 77% dintre consumatori spun că sunt dispuși să folosească o legătură de plată mobilă cu mărci de turism, există o oportunitate majoră pentru companiile aeriene, hoteluri și companiile de închiriere de mașini de a îmbunătăți experiența de călătorie și de a le permite consumatorilor să răsfoiască, să cumpere și să urmărească planuri de călătorie toate pe telefoanele lor mobile. 81% dintre consumatori ar face probabil o achiziție printr-o legătură de plată cu orice tip de companie de turism, rezervările la hotel fiind în fruntea listei (58%).

Constatările cheie suplimentare includ:

•             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.”

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Linda Hohnholz

Redactor-șef pentru eTurboNews cu sediul în sediul central al eTN.

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