Clickatell បានបង្ហាញលទ្ធផលនៃរបាយការណ៍និន្នាការពាណិជ្ជកម្មជជែកកំសាន្តចុងក្រោយបំផុតរបស់ខ្លួន: Travel Edition ដែលបង្ហាញការយល់ដឹងថ្មីអំពីរបៀបដែលអ្នកប្រើប្រាស់សព្វថ្ងៃនេះចង់ទំនាក់ទំនង និងធ្វើការទិញជាមួយសណ្ឋាគារ ក្រុមហ៊ុនអាកាសចរណ៍ និងក្រុមហ៊ុនរថយន្តជួលក្នុងការសន្ទនាតាមទូរស័ព្ទ។ ការស្ទង់មតិដែលបានផ្តល់ការឆ្លើយតបពីអ្នកចូលរួមជាង 1,000 នាក់នៅសហរដ្ឋអាមេរិក បានរកឃើញថា 87% នៃអ្នកប្រើប្រាស់ចូលចិត្តប្រើប្រាស់ការផ្ញើសារតាមទូរស័ព្ទដើម្បីទំនាក់ទំនងជាមួយក្រុមហ៊ុនទេសចរណ៍។
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.
របាយការណ៍នេះក៏គូសបញ្ជាក់ផងដែរថាក្រុមហ៊ុនទេសចរណ៍កំពុងខកខានកម្មវិធីតែមួយគត់នៃបទពិសោធន៍ផ្ញើសារតាមទូរស័ព្ទ៖ ការទូទាត់។ ជាការពិត 73% នៃអ្នកប្រើប្រាស់បានបង្ហាញថា ពួកគេមិនដែលធ្វើការទិញតាមរយៈតំណបង់ប្រាក់តាមសារ SMS ទេ។ ទោះបីជាយ៉ាងណាក៏ដោយ ជាមួយនឹង 77% នៃអ្នកប្រើប្រាស់ដែលនិយាយថា ពួកគេមានឆន្ទៈក្នុងការប្រើប្រាស់តំណភ្ជាប់ការទូទាត់តាមទូរស័ព្ទជាមួយម៉ាកទេសចរណ៍ វាមានឱកាសដ៏សំខាន់សម្រាប់ក្រុមហ៊ុនអាកាសចរណ៍ សណ្ឋាគារ និងក្រុមហ៊ុនរថយន្តជួលដើម្បីបង្កើនបទពិសោធន៍ធ្វើដំណើរ និងអនុញ្ញាតឱ្យអ្នកប្រើប្រាស់រុករក ទិញ និងតាមដានរបស់ពួកគេ។ ផែនការធ្វើដំណើរទាំងអស់នៅលើទូរស័ព្ទដៃរបស់ពួកគេ។ 81% នៃអ្នកប្រើប្រាស់ទំនងជានឹងធ្វើការទិញតាមរយៈតំណបង់ប្រាក់ជាមួយក្រុមហ៊ុនទេសចរណ៍ណាមួយ ដោយមានការកក់សណ្ឋាគារនៅកំពូលតារាង (58%)។
ការរកឃើញសំខាន់ៗបន្ថែមរួមមាន:
• Airlines:
o 48% want mobile communications from travel companies at the time of booking, and 63% said within 24 hours.
o Consumers would most like to receive a message on the day of their trip with important information, with 60% of consumers wanting to receive a notification of any last-minute changes to their flight itinerary.
o 48% of consumers would like to book a flight reservation with an airline via mobile messaging
• Hotels:
o Consumers would prefer to use mobile messaging with hotels (92%) vs. airlines (89%).
o For hotels, receiving a mobile message that your room is ready and requesting early or late check-in is the highest preference among consumers (58% want a notification that their room is ready and 41% want to be notified to upgrade their room).
o Hotel reservations and room upgrades are the highest preference for using a chat payment link – 58% would like to book a reservation, 47% want to upgrade their room.
• Rental cars:
o 54% of consumers would like to receive a message on the day of their trip with important car rental information, and 50% of consumers want to receive a notification of any last-minute changes.
• Payments:
o 71% of consumers indicated that they are more willing to make a purchase with a travel company through a payment link only after chatting with a live agent or automated bot.
• General travel:
o 27% prefer mobile messaging to communicate with a travel company (the highest of any category), while only 8% prefer to communicate with a travel company on website chat.
o 48% of consumers would expect mobile messages to begin at the time of booking, 63% would expect mobile messages to begin 24 hours before their trip.
o 80% of consumers say it is more convenient to use a travel desk via mobile messaging compared to other channels.
o iPhone users are more compelled to use mobile messaging with travel companies compared to Android users.
“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.”
