STUDY REVEALS 70 PERCENT OF BRITISH ADULTS WHO BOOKED TRAVEL ONLINE WOULD LIKE THE OPTION OF LIVE CHAT
Newly results from a study commissioned by Moxie Software, Inc., a leader in digital engagement across the customer decision journey, reveals that 60 per cent of British adults expect to book travel online in 2015.
Furthermore, 56 per cent of those, would book travel online more often if companies offered assistance on their websites.
Harris Poll conducted the online study in December 2014 on behalf of Moxie and surveyed more than 1,000 British adults about their actions, attitudes, and opinions.
The study shows that 70 per cent of British adults who booked travel online in the past 12 months believe that having the option to connect with a company representative via live chat would be more personal and effective when trying to complete a travel specific task.
Moxie’s travel study also identified that 77 per cent, of British adults would find it helpful if a brand proactively engages with them when they are struggling on a website (e.g. error message on a payment/checkout page).
“People of all ages are turning, in increasing numbers, to the web when researching holiday destinations and making bookings.” said Suzy Epps, Head of Travel IT for Saga plc.
“To complement our online experience, we need technologies that help us deliver exceptional levels of customer service and engagement. Moxie Live Chat has helped us enhance our customers’ online experience.”
64 per cent of British adults would do more business with a company that tailored online communication to them personally.
59 per cent of British adults would find it helpful if useful information presented itself to them based on what they are doing on a website especially if they ran into a problem while booking travel online.