SMS Messaging for Travel Brands
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The document discusses how SMS messaging can be used by travel brands to engage customers. It notes that travelers consider their smartphones an indispensable item when traveling. It then discusses how travel has become "mobile-first" over recent decades. The document outlines different ways SMS can be used including for travel notifications, customer service, promotions, and throughout the entire customer journey from inspiration to post-trip. It provides examples for each and discusses how SMS can increase revenues, drive loyalty, and optimize app engagement. The document promotes the SMS solutions and services provided by Mitto which guarantee deliverability and can be customized.
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SMS Messaging for Travel Brands
- 1. April 2017 SMS Messaging for Travel Brands Confidential and Proprietary Information of Mitto AG1
- 2. Confidential and Proprietary Information of Mitto AG Travelers consider their smartphones to be the single most indispensable item they carry with them when they travel, ahead of their toothbrush, deodorant, and driver’s license. Expedia/Egencia 2016 Study 2
- 3. Confidential and Proprietary Information of Mitto AG3 Travel Has Moved To a “Mobile-First” Model 1950s Automated booking processes and travel agent use of direct computerized access to reservation systems begins. 1960s/70s Agents race to own the desktop. 1980s Other GDS systems developed. 1990s Travel brands begin developing websites, some with online reservation capabilities. 2000s Continued advancements in internet connectivity provides greater access to web content on mobile devices. 2008 Apple makes the iOS SDK available for third party developers allowing travel companies to create dedicated applications designed specifically for the mobile consumer. 2010 Mobile-only travel websites begin appearing.
- 4. Confidential and Proprietary Information of Mitto AG4 64% of all consumers are likely to have a positive perception of a company that offers texting as a service channel. Harris
- 5. Why SMS? Confidential and Proprietary Information of Mitto AG5 SMS is Native to Consumers SMS is Simple to Integrate SMS is Effective SMS is Ubiquitous
- 6. Travel Brands are Already Using SMS Confidential and Proprietary Information of Mitto AG6 TRAVEL NOTIFICATIONS CUSTOMER SERVICE PROMOTIONS
- 7. Confidential and Proprietary Information of Mitto AG7 SMS Supports the Customer Journey INSPIRATION RESEARCH BOOKING ON-TRIP POST-TRIP Craving sunshine? Watch this video showcasing our favorite winter sun destinations travelco.com/winte rsun I’m looking for cheap flights to Miami. OK. I can help you with that. What airport are you flying from and on what dates? London Heathrow. March 6-16 Here are some options I found travelco.com/Miamif lights Thanks for booking with TravelCo. Download your itinerary and check your booking details at travelco.com/yourt rip Welcome to Miami. Check out our top 10 things to do in the city travelco.com/Top10 Miami How was your trip? Reply YES to take a quick survey about your experience with TravelCo. YES Thanks! How would you rate your overall experience? Reply: 1 Excellent 2 Good 3 Fair 4 Poor 1
- 8. Grow Your Customer Base Using Social Invites SMS Increases Revenues and Drives Customer Loyalty Confidential and Proprietary Information of Mitto AG8 I’ve been using TravelCo to find the best priced hotel rooms for my upcoming trip. You can save an extra 10% when you book your next trip using my link travelco.com/download app Drive sales with promotional messages FLASH SALE! Today only, up to 50% off all vacations to the Caribbean. Book now! travelco.com/CaribbeanD eals
- 9. Increase App Retention and Reduce Churn SMS Helps Optimize App Engagement Confidential and Proprietary Information of Mitto AG9 Protect Customer Privacy with OTP and 2FA We miss you! Have you checked out the latest deals exclusive to our app? Check them out and save up to 20% if you book one today travelco.com/app_newd eals Your TravelCo verification code is 1234. Get the app at travelco.com/app
- 10. Confidential and Proprietary Information of Mitto AG10 SMS Messaging In a constantly connected world, Mitto’s ubiquitous SMS Messaging enables you to deepen engagement with your customers by reaching them anytime, anywhere, on any device, with no need for high-speed data coverage. Protect customer privacy by adding 2-Factor Authentication as an additional layer of security Deepen engagement with customers by using SMS to engage them in a 2- way dialogue Enhance customer service with one- time transactional message like fraud alerts and delivery notifications Add value to the customer experience with personalized, one-to-one communications Reach large groups of customers in near real-time with promotional messages or critical updates Segment and target large groups for A/B testing Companies are using our SMS Messaging solutions to:
- 11. Confidential and Proprietary Information of Mitto AG11 Mitto is the Most Reliable SMS Provider Proprietary connected dynamic routing guarantees quality and deliverability Carrier-grade platform reaches more than 1,000 operators and 6B end users globally Customizable platform integration options including API, on premise and web portal Trusted A2P SMS partner for the world’s largest Enterprises, OTTs and Mobile Operators Mobile Intelligence solutions help companies increase conversions cost effectively Experienced industry experts dedicated to making mobile work for you
- 12. mobile email web Ajay Singh Strategic Partnerships and Busienss Development +44 788 333 9652 ajay@mitto.ch mitto.ch © 2017 Mitto AG. All rights reserved. This document is for informational purposes only, and Mitto AG reserves the right to change any aspect of the products, features or functionality described in this document without prior notice. Please contact Mitto AG for additional information and updates.
Editor's Notes
- 1. Consumers Prefer SMS When Engaging with Brands The most overlooked and efficient way to reach a mobile phone user today is through SMS. Amongst enterprise employees and customers, adoption rates of business-provided mobile apps aren’t as high as the “opt in” rates of many SMS programs. In fact, the mobile user today still prefers the simplicity and ubiquity of texting versus interacting with mobile apps for business communications. 2. SMS is Already Embedded in the Enterprise SMS is a mature communication tool that IT organizations are already familiar with and are implementing with ease –opposed to apps, which can take months to develop, cost hundreds of thousands of dollars, pose adoption challenges, and cause potential device interoperability limitations in BYOD environments. A recent Forrester study reported that 70 percent of enterprises today consider SMS the number one mobile technology, with an additional 16 percent planning to utilize SMS in 2014. In addition, SMS usage far exceeds other technologies like QR codes, voice recognition and push notifications, which are all closely linked to mobile apps. The same study reported the top three priorities for enterprise mobile communication strategies were to increase engagement, improve customer satisfaction, and acquire new customers — all of which SMS already achieves. 3. SMS Offers Broad Reach and Strong ROI There is also something to be said about the familiarity enterprise customers and employees have with SMS that make it the preferred mobile communication and engagement technology. Nearly everyone owns a mobile phone and SMS open rates are significantly higher than other channels like email and direct mail, with 90% of text messages being opened and read within 3 minutes. Whether it’s a customer appointment reminder or employee emergency notification, SMS is a quick, simple and highly effective communication channel compared to other alternatives. 4. SMS Ubiquity is Unmatched Customer engagement with mobile apps is also an issue. Research from Flurry reveals that mobile users spend 86% of their time using apps, of which 71% is dominated by gaming, social networking, entertainment and news. This leaves very little room for the types of customer and employee engagement that most enterprises desire. In addition, Compuware discovered that 90 percent of apps are deleted after one use, and similar research found that after 20 days of downloading one, less than 5 percent of mobile users are actively using it. If an app reaches only 5 percent of a customer base, how do businesses reach the other 95 percent? SMS is a better option, reaching over 3 billion mobile users and 6 billion devices worldwide (Source: GSMA).