Consumers worldwide are embracing chat and messaging at an astonishing rate, and this is fueling an explosion in the use of apps such as Facebook Messenger, WeChat, iMessage, WhatsApp and others. This trend is extending into the travel category, where brands have a significant opportunity to leverage chat and messaging to provide more streamlined, personalized services, and to generate meaningful operational efficiencies. This report explores the use of chat and messaging in travel, including analysis of the top messaging apps used by travelers, and the potential for text-based customer service, travel planning, shopping and booking.Analysts: Michael Coletta, Mark BlutsteinTopic: Technology InnovationSegment: Hotels & LodgingRegion: U.S. & CanadaResearch Type: Report
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In the last several years, conversational bots – computer programs that enable text conversations – have been among the hottest technology topics. Startups and traditional travel players have launched a variety of chatbots focusing on customer services, trip planning and booking. This analysis reviews the current state of chatbots and how they are being implemented by travel companies, and discusses the future impact of this technology on the travel search-shop-buy experience.Analyst: Norm RoseTopic: Technology InnovationResearch Type: Report
The growth of mobile messaging has been remarkable. Along with traditional SMS or text messaging, mobile chat apps have become the default means of communication for billions around the world. And messaging is evolving rapidly, with numerous apps introducing innovative features and functionality including pictures and video, commerce, brand marketing, customer engagement and more. This report examines the rise of messaging, and the opportunity for travel brands to leverage chat-based services for customer engagement.Analyst: Douglas QuinbyTopics: Social & Search, Technology InnovationSegments: Hotels & Lodging, Online Travel AgenciesResearch Type: Report
Download the presentation deck and audio recording of the June 23, 2016 webinar - sponsored by OpenMarket Inc. - to understand how to leverage messaging to connect with travelers and heighten their in-destination experience.Analyst: Douglas QuinbyTopics: Social & Search, Technology InnovationSegments: Hotels & Lodging, Online Travel AgenciesRegion: U.S. & CanadaResearch Type: Report
On one level, mobile messaging apps simply provide an alternative to SMS text messaging that may not seem all that groundbreaking. Yet over the past several years, hundreds of millions of users have flocked to apps such as WhatsApp, Facebook Messenger, WeChat, Line, Viber and Kik, many of which are dominating time spent on mobile devices. For travel companies, mobile messaging in all its forms, from dedicated messaging apps like WhatsApp, to in-app messaging and even conventional text messages (SMS), will transform how brands engage with and service travelers. This article explores the rise of mobile messaging, including top messaging apps and providers, the prospects for messaging-as-a-platform and applications to travel.Analyst: Cathy WalshTopics: Mobile, Technology InnovationSegment: Hotels & LodgingResearch Type: Report