Skift Take

Messaging technology is expanding at a rapid pace across the online commerce ecosystem, across categories. This report addresses the marketing operations side of the messaging technology equation among travel companies.

Today we are launching the latest report in our Skift Trends Reports service, The Future of Messaging, Part 1.

Social media is still huge, but messaging is growing faster — especially globally — and could be as big as social media in a few years. Since the growth is undeniable, savvy travel firms like Hyatt and Southwest Airlines are exploring how best to harness the platforms to enhance customer experiences and aid marketing.

Providing such one-to-one communications with customers via platforms like Facebook’s Messenger or WeChat is terra incognita for marketers, and most are still figuring out the platforms. The potential is huge, though. Not just on the consumer side, but also on the operations front where messaging can be used to track customer requests and complaints to help provide a better overall experience.

This report delves into these issues with interviews with top execs from Southwest, Hyatt Hotels, and Silvercar, among others, who discuss the possibly game-changing possibilities of messaging. This is the first in a series of two reports on the topic. The second, scheduled for April, will look at the use of messaging for booking.

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NOTE: We have moved away from the PDF format for reports; now you can read them in the new, online HTML5 responsive-design format. Check out an example here.

About These Reports

This is the latest in a series of twice-monthly trends reports that brief readers on a specific trend, providing insight into the current state of the market, the context around the trend, and where the industry is heading in the near future.

After you subscribe, you will receive two reports every month — 24 in a year. Reports are available online in a responsive design format, or you can also buy each report a la carte at a higher price.

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Tags: messaging, research reports, whatsapp

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