Cloud mobile and online business messaging solutions provider LivePerson has launched in-app mobile messaging technology in travel agency Webjet’s customer service business, which it says has resulted in a 54% uplift in text based service engagements with the app.
Under the deal Webjet utilises LivePerson’s LiveEngage web chat technology on its website for pre and post sales support, and says the launch of mobile messaging now allows customers to communicate with the brand simply and efficiently through its mobile app.
According to LivePerson, with usage of its 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 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”.
{loadposition peter}“Our customers can now resolve issues and get their questions answered on their own time through a channel they are already comfortable with.”
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
“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.”