Revolutionising Travel: The Role of Chat-Based Solutions in Enhancing Customer Experience
Ram Rastogi 🇮🇳
Digital Payments Strategist I Chairman -Governance Council @FACE I Independent Director /Advisor I Product Prodigy -Real Time Payments-IMPS - UPI I ONDC I Regtech I Blockchain I CBDC I Cross Border Remittances
In a rapidly evolving world where technology is reshaping industries, the travel sector is experiencing a paradigm shift, driven by the integration of chat-based solutions. With over 70% of Indians preferring messaging over traditional forms of communication, platforms like WhatsApp have emerged as powerful tools for transforming the travel experience. Chat-based solutions will have significant impact on the future of travel, focusing on the role of WhatsApp and its business-centric applications.
The Surge in Travel: A Post-Pandemic Rebound:
After a prolonged period of dormancy due to travel restrictions and consumer apprehension, the travel industry is witnessing a remarkable resurgence.
According to the United Nations World Tourism Organization (UNWTO), global tourist numbers in the first three months of 2023 surged by 80% compared to pre-pandemic levels. In India, foreign tourist arrivals between January and June 2023 increased by an impressive 106%. This resurgence has opened new opportunities for travel tech startups, emphasizing the importance of customer experience and personalization.
WhatsApp as a Game-Changer:
In this post-pandemic era, effective and convenient communication with travelers has become vital, with a heightened focus on health and safety.
WhatsApp, with its user base exceeding 2 billion across 180+ countries, has become an indispensable platform for travel tech companies.
Leveraging WhatsApp's dynamic capabilities, businesses can foster instantaneous and impactful customer engagement, delivering not just booking confirmations and updates but an enriched customer experience.
WhatsApp Business Solution Providers (BSPs) like Karix play a crucial role in enabling personalized customer support through the implementation of WhatsApp Business APIs. These BSPs offer features such as chatbots, reducing call center loads, improving turnaround times, and facilitating seamless handling and management of bookings directly through WhatsApp.
Smart Personalization and WhatsApp Commerce:
In a landscape saturated with automated marketing solutions, WhatsApp commerce stands out due to its direct model of conversational commerce. Businesses can connect intimately with users, showcasing products or services directly within the user journey.
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The preference for messaging apps over emails or website visits is evident, with a Kantar study revealing that over 70% of Indians prefer resolving issues through messaging apps.
Karix's Role in Transforming Communication:
Karix, backed by in-house AI capabilities, enables data collection and real-time customer data analysis, improving customer segmentation based on behavior and unique needs. The integration of automated messaging with booking systems allows for personalized and effective communication without significant human intervention. Karix's chatbot builder further facilitates the creation of customized WhatsApp chatbots, enhancing query resolution and serving as a smart filter for complex queries.
Success Stories: MakeMyTrip and redBus:
MakeMyTrip's collaboration with Karix resulted in a significant improvement in click-through rates on WhatsApp compared to app-based push notifications. The integration of automated invitations and one-click signups expanded the subscriber base of the MMT Black program.
Similarly, redBus's partnership with Karix enabled seamless access to PNR status and live train status on WhatsApp, significantly enhancing the travel experience for users.
The Future of Travel: Personalized Communication and Beyond:
As internet penetration in India continues to rise, personalized communication and customer support will play a pivotal role in determining the competitive edge for travel tech platforms. Besides communication, WhatsApp can be leveraged for revenue-centric activities such as personalized discounts, loyalty programs, and content marketing to drive upselling.
Conclusion:
The future of travel is being reshaped by the integration of chat-based solutions, with WhatsApp leading the way. The success stories of MakeMyTrip and redBus demonstrate the transformative impact of personalized communication facilitated by platforms like Karix. As conversational commerce continues to evolve, the travel industry must stay attuned to the dynamic capabilities of messaging apps like WhatsApp to provide seamless, personalised, and enriching experiences for travellers
Ram nam at RAMPP CTN LIMITED
11moIn my opinion
Very nice article. Recently, I had booked a ticker from Mumbai to Goa using the IRCTC chatbot. The experience was flawless, smooth and easy. BFSI too should leverage this more and more for enhancing their service and faster turnaround time for query resolution.
Technology Evangelist
1yThanks Ram Rastogi 🇮🇳 sir for posting very good use cases of Chat based revenue generator using Whatsapp. Whatsapp payment may not gained the momentum but sure these use cases can bring more benefits such as off loading call center and back end support. Whatsapp Business can be webstore to add to it can bring more visibility to products and services.
t-Generalist || Partnerships & Alliances || Seen & Experienced traditional as well new age banking ||
1yAnticipating an exhilarating future for the travel industry! Just as WhatsApp has revolutionized personalized communication in travel, OnArrival extends a powerful tech stack, empowering anyone to launch and/or optimize travel offerings, perfectly attuned to the needs of today.
Specialist - Retail Forex, Payments and Remittances
1yExcellent story :)