Industry Case Study: Travel and Hospitality

Read how one travel industry leader used SMS to increase traveler satisfaction and gain new customers

The Challenge:

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One of the premier travel agent networks in the United States wanted a way to both improve the traveler experience and leverage mobile communications to gain new customers. They needed a solution that was:

 

  • Easy to set-up and implement 
  • Could be deployed across a diverse group of travelers and travel agents 
  • Easily accessible by on-the-go guests throughout their travel experience 

 

The Chatbox 2-way texting platform satisfied their requirements for customer experience, traveler engagement and rapid time-to-market. Providing a mobile experience that didn’t require downloading or maintaining a mobile application was also a plus.

"I've never had to use the chat functionality, I will admit I was a bit skeptical that it would be so responsive on a Sunday afternoon. It was fantastic and my agent was in constant contact with me right up until we finalized a solution."

The Results:

Outbound Traveler Communications Increased by 58%

By keeping travelers better informed, agents were able to improve satisfaction and develop better relationships. 

 

86% of Guests Ranked Their SMS Chat Experience Positively

Customers agreed that the new SMS chat feature, powered by Chatbox, saved time, was efficient and prompt and exceeded their overall expectations. 

 

Flight Notifications via SMS received an 87% “Very Satisfied” Rating

Even on peak travel days or periods of flight disruption, SMS texting with agents helped travelers have a more positive experience. 

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"The chat feature is very helpful and alleviates the stress of dealing with travel issues while conducting business as usual. I am very appreciative of the option!"

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