Clickatell Updates its Chat Commerce Solutions to Meet the Needs of Travel Industry

Chat commerce solutions provider Clickatell has updated its Chat Commerce Platform for travel brands to enable them to provide exceptional customer service in messaging channels throughout the entire travelers' journeys.

The platform lets brands conduct chat conversations in real-time or at any time at a reduced cost.

"Traveling has become such a different experience in the post-pandemic world, and nothing is more frustrating than an inconvenient customer service experience. By reaching your customer where they already are in messaging channels, rather than making them download or maintain a mobile app, travelers can instantly connect with your company and get support through their chat app of choice. Especially in the travel industry, a personalized and frictionless customer service and engagement strategy is important - if not more important - than the sale itself," said Pieter de Villiers, CEO and Co-Founder at Clickatell.

Digital contact center capabilities

Clickatell's Chat Commerce Platform allows travelers to access all their flight information in a single conversation thread.

Through Clickatell's Chat Desk, which is a digital contact center solution and part of Clickatell's Chat Commerce Platform, travelers can see information like flight details, booking options, cancellations, upgrades and more, by using SMS, WhatsApp and Apple Messages.

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Chat Desk integrates tightly with Clickatell's Chat Flow, a drag-and-drop conversation workflow builder. Businesses can use Chat Flow to create, edit and manage communication and business process workflows across multiple channels with little to no code.

Consumers can connect with travel brands through the Chat Flow automated chat, before being escalated to a live agent through Chat Desk if necessary.

"Considering 87% of consumers prefer to use mobile messaging to communicate with travel companies, especially on the day of their travel, according to our Chat Commerce Trends Report on Travel, travel brands providing personal and timely communications in SMS and popular chat apps will help their customers get the most out of their trips and drive satisfaction," added de Villiers.

Chat Desk consists of three parts - Agent Desk, Supervisor Desk and Real-Time Dashboard:
  • Agent Desk enables customer service agents to manage multiple customer conversations across SMS, WhatsApp and Apple Messages in a unified inbox. Agents may transfer inquiries to different departments and other agents; easily retrieve chats, history and notes with search and filter functionality; provide 2-way multimedia support (PDF, Microsoft docs, images, videos, voice notes, location sharing).
  • Supervisor Desk allows supervisors to route tickets to the right department or specialist agents; manage agents' workloads and performances; effectively manage customer escalations and agent productivity, and deliver the best customer experience with supervisor oversight.
  • Through the Real-Time Dashboard supervisors have a view of agent performance, customer sentiment and CSAT and NPS scores from customer surveys. They can also categorize and tag customer inquiries for automation, and send auto-response messages outside of business hours and when agents are busy, along with customer greetings and goodbyes.

New payment option

The new seamless integration - Chat 2 Pay - gives travel brands the ability to securely offer and accept payments in business messages. They can do so by sending travelers a payment link. Travelers then complete the payment through a checkout page on their mobile phones.