To understand how consumers communicate with travel brands, new research from Clickatell found widespread demand for personal and convenient customer experiences through messaging conversations, such as:
- 92% of respondents 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 car rental companies.
Gen Z, Millennials, and Gen Xers also place mobile messaging as their primary method of communicating with travel brands, showing that younger generations are the most likely to interact with brands through mobile.
The report also highlights that travel agencies are missing out on a unique application of the mobile messaging experience: payments.
In fact, 73% of consumers indicated that they had never made a purchase via an SMS payment link. However, 77% of consumers said they were willing to use a mobile payment link with travel brands.
This is a major opportunity for airlines, hotels and car rental companies to improve the travel experience and enable consumers to browse, purchase and follow their travel plans on their mobile phone.
The survey shows that 81% of consumers would likely make a purchase through a payment link with any type of travel agency, with hotel reservations topping the list at 58%.
Additional key findings from the report include:
Airlines companies :
- 48% want to receive mobile communications from travel agencies at the time of booking, and 63% responded within 24 hours.
- Consumers would most like to receive a message on the day of their trip with important information, with 60% of consumers wanting to be notified of any last-minute changes to their flight itinerary.
- 48% of consumers would like to book a flight with an airline via mobile messaging
- Consumers would prefer to use mobile messaging with hotels (92%) over airlines (89%).
- For hotels, receiving a mobile message that your room is ready and requesting an early or late check-in is the highest consumer preference (58% want to be notified when their room is ready and 41% want to be notified to upgrade their room ).
- Hotel reservations and room upgrades are the highest preference for using a chat payment link – 58% would like to book a reservation and 47% would like to upgrade their room.
Fifty-four percent 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 be notified of any last-minute changes.
Seventy-one percent of consumers indicated that they are more willing to make a purchase from a travel agency through a payment link only after chatting with a live agent or automated bot.
- 27% prefer mobile messaging to communicate with a travel agency (the highest of all categories), while only 8% prefer communicating with a travel agency over website chat.
- 48% of consumers would expect mobile messages to start at the time of booking and 63% would expect mobile messages to start 24 hours before their trip.
- 80% of consumers say it is more convenient to use a travel desk via mobile messaging compared to other channels.
- iPhone users are more obligated to use mobile messaging with travel agencies than Android users.
“By enabling customers to communicate and purchase via chat, Clickatell has opened the doors of convenience and personalization for all travel brands,” said Pieter de Villiers, CEO and co-founder of Clickatell.
de Villiers adds, “The data shows that there is an opportunity for travel brands to deliver services to their customers easily and conveniently via mobile messaging, which is what consumers want and demand.”
“Perhaps more than ever, consumer loyalty is up for grabs and travel brands need to capitalize on every touchpoint,” concludes de Villiers.
Individuals can view the Chat Commerce Trends Report: Travel Edition 2022 infographic and view the full report here.
For more information, visit www.clickatell.com. You can also follow Clickatell on Facebook, Twitter or on Instagram.
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