KLM, Air France, AirAsia, Lufthansa, Finnair, Qantas, EasyJet, Air New Zealand, WestJet, Aeroméxico, Cathay Pacific - these are just a few international airlines that are using travel chatbots to automate their customer support.
In the infographic below we explore the main reasons why all airlines should embrace chatbots in the 21st century to improve the experience of their customers.
Why chatbots are relevant in the aviation industry:
There are over 5 billion monthly active users on messaging apps. - Statista
Consumers are 4x more likely to prefer to use a chat box over a human. - PSFK
77% of consumers expect to get instant responses from chat compared to any other channel. - Drift
76% of consumers look at customer service as a test of their value to a brand. - Aspect
29% chatbots can save up to 29% in customer support costs. - BI Intelligence
57% of the U.S. travelers feel that brands should tailor their information based on personal preferences or past behaviors. - Google/Phocuswright
The benefits of chatbots for airlines:
⏱ Available 24/7:
Provide instant customer support at any time, including nights, weekends, and public holidays.
💵 Lower Costs:
Free up valuable customer support time by solving repetitive questions and problems automatically.
📈 Additional Sales:
Generate extra revenue by guiding users through automated sales flows, monetize interactions on social media platforms, and using human agents for cross-selling and upsells.
👱♀️ Deeper Personalization:
Use machine learning to provide personalized experiences and offers based on user profiles, previous interactions, and purchases.
✅ Ease of Use:
Allow travelers to get relevant information in the most natural way by interacting via text or voice messages.
💬 Multi-Platform Accessibility:
Integrate chatbots on any platform, including websites, mobile apps, and popular social media messaging applications.
💡 New Insights:
Track the frequently asked questions and requests to improve business processes.
About Eddy Travels:
Eddy Travels helps airlines automate communication with their customers and increase the ROI from social media. By using the Eddy Travels solutions, customers can search for flights and auxiliaries, and get answers to their travel questions directly on popular chat apps like Facebook Messenger, WhatsApp, Telegram, Slack, and others. The company is backed by Techstars, the worldwide network that helps entrepreneurs succeed.