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.
The report also highlights that travel companies are missing out on a unique application of the mobile messaging experience: payments. In fact, 73% of consumers indicated that they have never made a purchase via an SMS payment link. However, with 77% of consumers saying they’re willing to use a mobile payment link with travel brands, there is a major opportunity for airlines, hotels and rental car companies to enhance the travel experience and allow consumers to browse, purchase and track their travel plans all on their mobile phones. 81% of consumers would likely make a purchase via a payment link with any type of travel company, with hotel reservations topping the list (58%).
Additional key findings include:
“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.”
To view the Chat Commerce Trends Report: Travel Edition 2022 infographic see here (https://bit.ly/3RRoERz) and for the full report see here (https://bit.ly/3RCBpiF). If you are interested in learning more about how Clickatell is enabling some of the world’s largest travel brands to deliver personalized mobile messaging, please visit https://bit.ly/3rCp6YR.
Distributed by APO Group on behalf of Clickatell.
Media Contacts:
Clickatell
Andrea Mahoney
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Clickatell
Nadia Louw
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+2721-910-7700
About Clickatell:
Clickatell is the global Chat Commerce leader powering businesses to connect, interact and transact with consumers anytime, anywhere in chat. The low / no-code, feature-rich Chat Commerce Platform sits at the intersection of communications (CPaaS, CCaaS) and commerce (digital payments). Clickatell serves over 10,000 customers, including Fortune 50 brands. Clickatell is headquartered in Silicon Valley, CA, and has offices in Canada, South Africa, and Nigeria. Learn more at www.Clickatell.com.
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