Chat, Shop, Buy: Messaging as the New Traveler Medium

Chat, Shop, Buy: Messaging as the New Traveler Medium Published April 2016 Analyst: Douglas Quinby

 

US $695 
CA $888 • £525 • €589
FREE for Innovation Subscribers
Add to Cart

The growth of mobile messaging has been remarkable, and certainly undeniable. While mobile chat apps emerged as free, Internet-based alternatives to comparatively expensive text messaging, numerous apps have introduced a range of innovative features and functionality to include pictures and video, commerce, brand marketing, customer engagement and more.

Phocuswright's Chat, Shop, Buy: Messaging as the New Traveler Medium examines the rise of messaging and the opportunity for travel brands to leverage chat-based services for customer engagement. This report addresses the target traveler segments for chat-based travel planners and challenges in winning them over, as well as the use of chat in hospitality for guest service and engagement and much more.

Research highlights include:  

  • The use of text and messaging apps among U.S. travelers
  • The growing ecosystem of chat-based travel-planning services
  • The role of bots, artificial intelligence and people in powering chat
  • The future of chat and how it will – and will not – impact travel

Purchase Phocuswright's Chat, Shop, Buy: Messaging as the New Traveler Mediumfor the essential information on how to leverage messaging technology in your company.

  1. The Rise of Messaging
  2. U.S. Travelers & Chat
  3. Chat, Shop, Buy
  4. The Guest Experience: Getting the Message
  5. The Next Message

This study focuses on mobile messaging, including text messaging (SMS) and Internet-based instant messaging services for mobile devices. This report uses “messaging” and “chat” interchangeably to refer to Internet-based mobile apps for instant messaging. It does not directly address all forms of messaging, such as in-app and mobile OS push notifications, email and other asynchronous communication services.

Chat, Shop, Buy includes new consumer research of 1,904 U.S. travelers on their use of messaging, based on Phocuswright’s U.S. Traveler Technology Survey 2015. Phocuswright also conducted interviews across a range of startups offering messaging services within travel, as well as established travel ompanies introducing chat-based services.

US $695 
CA $888 • £525 • €589
FREE for Innovation Subscribers
Add to Cart