You’ve booked a holiday (lucky you). What’s the first thing that happens next? Whether you’ve booked via an app, a site, or on the phone, you’re likely to receive a detailed confirmation instantly. And, these days you’re also likely to receive it on a channel of your choice.
And the messaging journey doesn’t stop there.
ARN in real-time
The travel and hospitality sector has always been pioneering when it comes to alerts, reminders, and notifications (ARN). Because consumers may be booking well in advance, the industry quickly developed a way to buffer the customer’s post-sale journey. This not only provides excellent customer service, but it also slashes things like missed appointments and no-shows, preventing empty rooms or unused timeslots.
What’s more, travel and hospitality business messaging has also led the way in being conversational.
2-way messaging is the key to giving your customers control. It prevents missed appointments or cancellations with the ability to simply message back and alter the booking. Ultimately, this leads to more conversions when customers are chatting to your sales or support staff. Which leads us to…
2-way messaging lowers the barrier to purchase. Consumers can immediately message you to make ancillary purchases. For example, seat reservation, meals, spa services, extra luggage or even extra travelers. These can be bought in a manner that is both frictionless and seamless.
Finally, travel and hospitality brands have leveraged a choice of communication channels available to modern travelers. These include Facebook Messenger, SMS, and even WhatsApp.
By providing a choice of channels, the travel and hospitality sector is winning the final battleground of customer experience. And in a landscape where consumers are more empowered than ever, this makes the difference between winning business over your competitors or losing out on lifetime customers.