Tuesday, 12 December 2017 02:34

LivePerson, Webjet team up on mobile messaging deployment

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Cloud mobile and online business messaging solutions provider LivePerson has launched in-app mobile messaging technology in travel agency Webjet’s customer service business, which it says has resulted in a 54% uplift in text-based service engagements with the app.

Under the deal, Webjet utilises LivePerson’s LiveEngage Web chat technology for pre- and post-sales support, and says the launch of mobile messaging now allows customers to communicate with the brand through its mobile app.

According to LivePerson, with usage of its app growing daily, Webjet recognised the opportunity to deliver an additional way for customers to engage with Webjet to answer questions and provide in-app support.

Webjet country manager David Galt said: “The move to offer in-app messaging expands the way customers can engage with Webjet from our existing voice, email and chat contact channels. Mobile messaging provides an additional avenue for us to have conversations with customers at their convenience.

“Our customers can now resolve issues and get their questions answered on their own time through a channel they are already comfortable with.”

Andrew Cannington LivePerson’s regional vice-president, APAC, said that the company was proud to partner with Webjet.

“LivePerson has been at the forefront of digital consumer engagements, first with web chat and now with conversational interfaces, such as messaging, through our LiveEngage platform

“Consumers have largely moved away from traditional voice-based communication, and with the launch of Webjet’s in-app mobile messaging we believe a new precedent will be set for travel companies, making mobile messaging the new norm.”

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Peter Dinham

Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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