Smooch by Zendesk: 46% of travellers prefer chatbots for speedy interaction

Smooch by Zendesk has released an interactive report (State of Messaging: Travel) which explores the ways modern messaging is enabling both legacy and startup travel brands to transform customer experiences.

Following Smooch’s State of Messaging 2019 report, State of Messaging: Travel looks at the entire travel customer journey, from pre-booking to post-stay, and how, with the recent launch of enterprise messaging platforms by WhatsApp, Apple and Google, travel brands are leveraging messaging and chat to offer personalized, customer experiences.

  • 46% of travellers would choose a chatbot over human interaction if it meant faster service
  • 88% will switch booking apps if they aren’t satisfied
  • 70% would rather be notified of updates or changes via messaging

Travel is an industry that’s taking a leading role in the adoption of modern messaging to elevate experiences throughout a customer’s journey. We’re seeing more and more innovation in this space and travel brands that are using the power of personal messaging, developing incredibly intuitive and customer-friendly experiences which are in turn delivering real, tangible value to their bottom line.

Warren Levitan, VP Conversational Business, Zendesk

Companies cited in the report include: WestJet, Malaysia Airlines, Kayak, SnapTravel, Hotel Tylosand, Club Med,, My SWFT, ServiceFriend, Delta, Lufthansa Group, KLM, Four Seasons, Jumeirah, The Annex, BookBoost, Alliants and GuestDriven.