Future of Work News Free eNews Subscription

Clickatell Connects Brands and Travelers through Messaging Channels

By

Traveling is a different experience in a post-pandemic world as consumers tend to prefer to communicate with travel companies through mobile messaging. That means text messaging and popular chat apps like WhatsApp are becoming a key part of the customer engagement strategy. Almost nine out of 10 consumers actually prefer to use mobile messaging, according to Clickatell’s “Chat Commerce Trends Report on Travel.”

With that said, it is up to travel companies to provide more personal and timely communications via text messaging and chat apps to help their customers get the most out of their trips.

Clickatell’s Chat Commerce Platform gives brands that option to provide mobile-first customers convenient digital customer support, account management and transaction services from within chat. Clickatell is updating its platform to further assist brands looking to connect with consumers through mobile messaging.

Clickatell's Chat Desk, a digital contact center solution and part of Clickatell's Chat Commerce Platform, gives travelers access to flight details, booking options, cancellations and upgrades at their fingertips via SMS, WhatsApp and Apple Messages.

Chat Desk’s three parts are agent desk, supervisor desk and real-time dashboard. Agent desk enables customer service agents to manage multiple customer conversations across SMS, WhatsApp and Apple Messages in a unified inbox.

Supervisor desk gives supervisors the ability to route tickets to the right department or specialist agents and manage agents' workloads and performances, manage customer escalations and agent productivity.

Real-time dashboard provides supervisors a view of agent performance, customer sentiment and CSAT and NPS scores through customer surveys. It also provides the ability to categorize and tag customer inquiries and send auto response messages outside of business hours and when agents are busy.

Chat Desk also integrates with Clickatell's Chat Flow, a drag-and-drop conversation workflow builder, enabling businesses to visually create, edit and manage communication and business process workflows across multiple channels with little to no code.

"By reaching your customer where they already are in messaging channels, rather than making them download or maintain a mobile app, travelers can instantly connect with your company and get support through their chat app of choice,” said Pieter de Villiers, CEO and co-founder at Clickatell.

Additionally, Clickatell's Chat 2 Pay allows travel companies to securely offer and accept payments in business messages. Chat 2 Pay gives travelers the ability to receive a payment link and complete the payment through a checkout page on their mobile phones.

“A personalized and frictionless customer service and engagement strategy is important, if not more important, than the sale itself,” said de Villiers.




Edited by Erik Linask
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

Future of Work Contributor

SHARE THIS ARTICLE

Related Articles

Security Concerns Hinder Adoption of GenAI in Major Companies

By: Stefania Viscusi    3/28/2024

PagerDuty announced the latest findings from its recent study which sheds light on the sentiments of technology executives at America's largest compan…

READ MORE

EU AI Act Spurs Credo AI's AI Governance Platform Enhancements

By: Greg Tavarez    3/28/2024

Credo AI announced the introduction of enhancements specifically designed to empower comprehensive GRC for AI systems.

READ MORE

Having Secured $1M in Pre-Seed Funding, QuantexAI Aims to Seamlessly Democratize Data for Enterprise Users

By: Alex Passett    3/27/2024

QuantexAI recently announced that it successfully secured $1 million during its pre-seed funding round, marking a major step forward for the QuantexAI…

READ MORE

Research Highlights the Challenges of Data Privacy in AI Technology Pursuits

By: Tracey E. Schelmetic    3/27/2024

Recent research released by Info-Tech Research Group in the form of a report entitled "Conduct an AI Privacy Risk Assessment" found that AI's reliance…

READ MORE

Unified Office Integrates AI-Powered Coaching During Calls

By: Greg Tavarez    3/26/2024

The expansion of TCNIQTM utilizes AI to transform voice interactions by creating the ability to coach employees in real-time.

READ MORE