Chatbots? Hawaiian Airlines embraces text messaging

Chatbots? Hawaiian Airlines embraces text messaging

Forget chatbots and voice recognition, Hawaiian Airlines is going back to basics by offering its customers a “low-stress” two-way text messaging option to contact its customer service department.

Powered by LivePerson, the facility gives customers a personal customer service assistant rather than being referred to call centres or receiving one-way texts from airlines with updates, check-in times and gate changes.

Hawaiian’s customers can now respond to texts and in multiple conversations in the same SMS messaging thread, signposted through push notifications on phones.

“It’s very popular because there’s no learning curve,” said Tracy Behler, senior director, online experience at Hawaiian Airlines. “In fact, as soon as guests saw the option, they embraced messaging. The number of conversations occurring through messaging exceeded our original projections since we implemented it in May, and our customer satisfaction with messaging has been higher than with voice, while our agents are simultaneously more efficient.

“This launch is a first phase in our plan to innovate how we connect to customers. In the future, we’re looking to add other touchpoints, such as a messaging option embedded within our app, to make it really simple and stress-free to contact us, anytime, anywhere.”

Robert LoCascio, founder and chief executive of LivePerson, added: “Hawaiian Airlines is leading the way in the travel industry in connecting with their customers.

“By giving them a way to connect with the company on-the-go, via mobile messaging, Hawaiian Airlines is simplifying the customer experience and enabling travellers to interact with the airline the same way they would with family and friends.”

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