Technology

Webjet customer engagement soars with new in-app messaging

Daisy Doctor

LivePerson, Inc. a leading provider of cloud mobile and online business messaging solutions, has announced the launch of its in-app mobile messaging technology within Webjet’s customer service business, resulting in a 54 per cent uplift in text based service engagements with the app.

Webjet utilises LivePerson’s LiveEngage web chat technology on its website for pre and post sales support, and the launch of mobile messaging now allows customers to communicate with the brand simply and efficiently through its mobile app.

With usage of Webjet’s app growing daily, Webjet recognised the opportunity to deliver an additional way for customers to easily and conveniently engage with Webjet to answer questions and provide in-app support.

Webjet’s Country Manager, David Galt, said: “The move to offer in-app messaging expands the way customers can engage with Webjet from our existing voice, email and chat contact channels.

“Mobile messaging provides an additional avenue for us to have conversations with customers at their convenience.”

He continued “Our customers can now resolve issues and get their questions answered on their own time through a channel they are already comfortable with.”

Messaging enables consumers to communicate in a convenient way, on their terms using a medium they prefer to speak with family and friends.

It allows for multiple conversations to take place over time within one message thread; and reduces the inconvenience and frustration of being placed on hold, as wait times are replaced by push notifications.

Andrew Cannington LivePerson’s regional VP, APAC, said that the company is proud to partner with Webjet to deliver on better customer experiences for its travellers.

“LivePerson has been at the forefront of digital consumer engagements, first with web chat and now with conversational interfaces, such as messaging, through our LiveEngage platform,” said Cannington.

“Consumers have largely moved away from traditional voice-based communication and with the launch of Webjet’s in-app mobile messaging, we believe a new precedent will be set for travel companies, making mobile messaging the new norm.”

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