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
