August 20, 2024
Chatbots for airlines — from positive customers experience to high revenue
Traveling by air is stressful for most people, especially if something goes wrong. And adequate taking care is paramount in such situations. This was clearly proved during the COVID-19 pandemic and lockdown. Then most airlines and airports realized that it does not matter how huge your hotline force is, — it will never cope with thousands of different requests at once. This negative experience forced businesses to search for automated and reliable digital solutions to handle the mess of anxious passengers as well as their routine questions.
Today we will discuss one of the top IT tools for airlines taking over most of the customer service issues — chatbots.
Chatbots’ features for businesses
Automation
Automation via a chatbot makes it possible to simplify and improve the process of interaction with users: quickly send information, process requests without human intervention.
Personalization
The bot can send personal messages to users based on previous orders, browsing history and customer preferences.
Interactivity
Push-button bots provide effective communication with clients, relevant information and valuable recommendations in a convenient format.
Availability
The bot is available 24/7, promptly and informatively solves any user request, which will improve the loyalty and engagement of the audience.
One more feature that is worth mentioning chat bot usability. What are the advantages of tool introducing for airlines?
Chatbots for airlines usability
Competition is very high nowadays in the aviation industry. Modern travelers have the opportunity to choose from a wide variety of offers. Today, only the highest level of support can favorably emphasize the advantages of an airline against its competitors. Using chatbots, they can provide instant access to orders and convenient conversational service, as well as send clients individual offers and tips for travelers based on customer preferences. More about usability:
- To make reservations
- To manage bookings
- To check-in
- To track luggage
- To provide information related to flights
- To share extra data — visas, taxi services, hotels, restaurants, entertainments in the place of destination
- To navigate the airports
- To communicate targeted offers
If you build the communication with clients in this way, you will get a dedicated customer together with plenty of other benefits.
Advantages airlines obtain
1. Time savings
Automation with chatbots streamlines processes such as finding a flight, ordering, checking in, claiming lost luggage.
2. Cost savings
Automation reduces human work and the need for a large customer support department, leading to expenses decreasing. With airline chatbots handling the certain tasks, companies can divide resources, optimize their budget, and raise efficiency.
3. Increase revenue
Comprehensively informed and satisfied customers will never leave and will recommend to others. This means market share growth and sales increases.
4. Improved customer satisfaction
For users chatbots simplify the flight booking process by helping to select flights, seats, meals and services. Available 24/7, they provide customers with information and support regardless of daypart, time zones or holidays.
5. Informative and affordable service for passengers
Chatbots are an efficient, fast communication tool perfect for answering FAQ, messaging flight updates, reminding rules and restrictions, assisting passengers to find their way in airports.
6. Advanced analytics
Airline chatbots collect valuable data on customers’ needs, preferences and behaviors. This information helps to make smart data-driven decisions and improve services creating targeted personalized offers.
A guide to activate a bot
With such a range of use scenarios and benefits it may seem a very complicated solution to implement. Not at all! If in hands of professionals. To set up a chatbot:
1. Leave request on ImLink website and our manager will contact you
2. Receive instructions and provide us with the necessary data
3. We will develop and test a chatbot for your business
Address the issue to experienced communication services providers — and profitable relationships with customers will not keep you waiting!
Some insights
According to the latest Air Transport IT Insights 2023 report from SITA:
- Airports and airlines increased investments in IT solutions to $10.8 billion and $34.5 billion, respectively, over the year.
- Two thirds of the surveyed information technology directors (CIOs) of airports and airlines expect growth to continue in 2024.
Airports increased IT spending as a percentage of revenue in 2022 and 2023 amid rising travel demand, which confirms how important technology is becoming for the future of the aviation industry. - Airlines and airports have made significant progress in ensuring maximum comfort for travelers. In 2023, more than half of the surveyed companies implemented IT solutions to improve the efficiency of procedures related to passenger and baggage check-in, as well as boarding.