Today’s consumer expects to be able to do more and more activities on their mobile device, ranging from banking and shopping to ordering meals. That’s not all… a recent study found consumers also want the ability to book travel plans from their smartphone or tablet. Delivering that requires proactive engagement and assistance to ensure a successful customer experience.
Harris Poll conducted an online study in December 2014 on behalf of Moxie and surveyed more than 2,000 online U.S. adults about their actions, attitudes, and opinions. For instance, the study shows that 70 percent of Americans who booked travel online in the past 12 months believe that having the option to connect with a company representative via live chat would be more personal and effective when trying to complete a travel specific task.
It also identified that nearly three quarters, or 73 percent, of U.S. adults online would find it helpful if a brand proactively engages with them when they are struggling on a website (e.g. error message on a payment/checkout page).
A prime example of how to satisfy these customer expectations lies with Moxie’s Live Chat solution, which drives visitors from browsing to buying with personalized engagement.
“People of all ages are turning, in increasing numbers, to the web when researching holiday destinations and making bookings,” said Suzy Epps, Head of Travel IT for Saga plc. “To complement our online experience, we need technologies that help us deliver exceptional levels of customer service and engagement. Moxie Live Chat has helped us enhance our customers’ online experience.”
Proactive engagement can mean the difference between completing a transaction and losing a customer, which is why Moxie Live Chat is so effective at providing assistance and ultimately increasing retention.
“When booking travel online, consumers – many of whom are on their mobile devices, are required to think and act as travel agents, understanding price options, cancellation policies, etc., with no assistance,” said Rebecca Ward, president and CEO of Moxie. “Using digital engagement, our customers have been able to increase conversion rates and customer satisfaction by ‘staffing’ their websites and mobile stores.”
For more details on Moxie’s travel study, please view the infographic below.
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