旅行者接受移動消息和支付

Clickatell 公佈了其最新的聊天商務趨勢報告：旅遊版的結果，該報告揭示了有關當今消費者希望如何通過移動消息對話與酒店、航空公司和租車公司進行交流和購買的新見解。 該調查收到了 1,000 多名美國參與者的回复，發現 87% 的消費者更喜歡使用移動消息與旅遊公司溝通。

To deeply understand how consumers communicate with travel brands, Clickatell’s new research found widespread demand for personal and convenient customer experiences through messaging conversations, such as 92% of participants 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 rental car companies. Gen Z, Millennials and Gen X also all place mobile messaging as their top method of communication with travel brands, showcasing that younger generations are the most inclined to interact with brands via mobile.

該報告還強調，旅遊公司正在錯過移動消息體驗的獨特應用：支付。 事實上，73% 的消費者表示他們從未通過短信支付鏈接進行過購買。 然而，77% 的消費者表示他們願意使用與旅遊品牌的移動支付鏈接，航空公司、酒店和租車公司有很大的機會來提升旅行體驗，讓消費者瀏覽、購買和跟踪他們的旅行。旅行計劃都在他們的手機上。 81% 的消費者可能會通過任何類型的旅遊公司的支付鏈接進行購買，其中酒店預訂位居榜首（58%）。

其他主要發現包括：

•             Airlines:

o             48% want mobile communications from travel companies at the time of booking, and 63% said within 24 hours.

o             Consumers would most like to receive a message on the day of their trip with important information, with 60% of consumers wanting to receive a notification of any last-minute changes to their flight itinerary.

o             48% of consumers would like to book a flight reservation with an airline via mobile messaging

•             Hotels:

o             Consumers would prefer to use mobile messaging with hotels (92%) vs. airlines (89%).

o             For hotels, receiving a mobile message that your room is ready and requesting early or late check-in is the highest preference among consumers (58% want a notification that their room is ready and 41% want to be notified to upgrade their room).

o             Hotel reservations and room upgrades are the highest preference for using a chat payment link – 58% would like to book a reservation, 47% want to upgrade their room.

•             Rental cars:

o             54% 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 receive a notification of any last-minute changes.

•             Payments:

o             71% of consumers indicated that they are more willing to make a purchase with a travel company through a payment link only after chatting with a live agent or automated bot.

•             General travel:

o             27% prefer mobile messaging to communicate with a travel company (the highest of any category), while only 8% prefer to communicate with a travel company on website chat.

o             48% of consumers would expect mobile messages to begin at the time of booking, 63% would expect mobile messages to begin 24 hours before their trip.

o             80% of consumers say it is more convenient to use a travel desk via mobile messaging compared to other channels.

o             iPhone users are more compelled to use mobile messaging with travel companies compared to Android users.

“By enabling communications and purchases for their customers in chat, Clickatell has opened the doors to convenience and personalization across travel brands,” said Pieter de Villiers, CEO and co-founder of Clickatell. “The data shows that there is an opportunity for travel brands to deliver services to their customers easily and conveniently via mobile messaging, which consumers desire and demand. Perhaps now more than ever, consumer loyalty is up for grabs and travel brands need to capitalize on every touchpoint.”