Providing travelers with fast, efficient customer service with Facebook Messenger
Fare aggregator Omio helps people find the fastest, cheapest and best travel options by train, bus and plane to destinations across Europe, the United States and Canada. Founded as GoEuro in 2013, the company rebranded as Omio in 2019 to better connect with users, and today it operates in 35 countries and helps 27 million monthly users find the travel options that suit their needs.
Fast and efficient customer service
The travel company was looking to improve its customer care by automating frequently asked questions to encourage customer self-service and allow its live customer service team to focus on solving complex requests from customers. To do this, the Omio team looked to Messenger as a customer service channel.
Automating frequently asked questions service
Omio worked with Facebook and automated solutions provider Spectrm to build its initial experience for Messenger that helped people find the answers to frequently asked questions by using natural language processing and quick replies. The travel company launched its Messenger-powered digital assistant at the end of March, and the automated experience helped Omio respond to an overwhelming volume of customer messages regarding the impact of the COVID-19 pandemic on travel plans quickly and efficiently. Customers with complex queries who needed to speak with a live agent were directed to a landing page where they could fill in a contact form and then speak with a member of the customer service team.
By the end of August, Omio wanted to scale its digital assistant by adding new languages and services. The travel company worked with Spectrm to include Spanish, Italian, French and German in its experience for Messenger’s natural language processing, and included new answers to frequently asked questions relating to cancelations and refunds, as well as requests for tickets and travel credits.
Guiding people to answers
Since launching its experience for Messenger in March 2020, Omio has been able to provide customers with automated answers to frequently asked questions quickly and efficiently, and has earned the following results:
- 62% of people found answers to their questions with the automated process [*]
- 76% of people who opened Messenger interacted with the digital assistant [*]
- 94% click-through-rate for people who are directed to a landing page for more information [*]
* March to November 2020
“In the midst of the coronavirus pandemic, it was vital that we reach customers with questions regarding travel quickly and efficiently without overwhelming our customer care team. We were thrilled to partner with Facebook and Spectrm to build, integrate and launch a Messenger-powered digital assistant so that we could help people find answers to their questions fast and hope to continue introducing new features and services.”
“It was our pleasure to assist Omio in creating a more efficient customer care system by building an automated experience for Messenger. We’re extremely pleased that they’ve seen positive results and that they turned to us to introduce more language options and questions into the automated flow so as to help even more people find answers fast.”
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