It’s encouraging to see so many airlines adopting messaging channels in some form or another. However, to stay ahead of the curve, brands must constantly assess and evolve the service they provide. And that’s the main focus of this report. What is it that the modern traveler now expects from a customer experience perspective and how can airlines deliver it?
The four core themes tackled in The Definitive Guide to Customer Service in the Era of Messaging & Automation for the Airline Industry are:
- The full potential of bots aided by human support
- Uni-channel, not omni-channel adoption
- Be proactive and notify consumers first
- Effortless conversational customer experiences
We’re excited by the opportunities that have arisen for airlines to revolutionize their customer service. That’s why this is the first time we have produced a Definitive Guide that explores the messaging trends affecting a specific industry.
We believe that those which harness the recommendations and best practices set out in this report will be able to improve their customer experience while also driving commerce via new channels. Truly innovative airlines are already harnessing this disruptive opportunity and are using it to differentiate themselves in an increasingly crowded and competitive market.
In this report, you will understand:
- Why 74% of travelers would purchase ancillary items if they were prompted by a messaging app
- Why 67% of consumers are willing to spend up to $60 on ancillaries per flight
- How to leverage automation and bots to intelligently scale your customer service offering
This is the year that airline customer service matures and evolves to fully meet consumers’ expectations. It's time to make it easy for brands and consumers to connect, just as easily as messaging a friend.
"Many airlines have embraced messaging channels for customer service, but there is still a long journey ahead, with many brands still in the ‘dip the toe stage’. The next industry winners will be determined by which airlines can successfully build meaningful 1:1 relationships with customers on their preferred communication channel – messaging. Once done right, the opportunities are endless; happier travelers, greater brand efficiency, and even the ability to drive revenue on messaging channels."