62%
Automation rate without human involvement
94%
Clicked through to relevant landing pages
COMPANY
Fare aggregator Omio helps travelers find fast, cheap and convenient travel options by train, bus and plane. Omio operates in 35 countries and helps 27 million monthly users find the best travel options for their needs.
INDUSTRY
Travel
USE CASE
Direct message inbox automation
Drive sales, reduce time to response and increase customer satisfaction by automating your DMs on search and social.
MESSAGING CHANNELS
SOLUTIONS USED
Direct message automation
Automate FAQs and convert high intent customers.
Retargeting messages
Send notifications to opted-in customers for ongoing engagement.
DM prospector
Convert DMs on social to golden tickets. Not service tickets.
Entry points
Instagram stories, posts, ads and reels.
RESULTS
62%
Automation rate without human involvement
94%
Clicked through to relevant landing pages
CHALLENGE
Omio's messaging strategy solves the major challenges online travel companies face with FAQ automation
Travelers need quick answers when booking trips. That’s why Omio felt overwhelmed by messages and questions from customers who needed immediate responses to book their trips.
The company also needed to provide customer experiences that feel personal online to accelerate ticket sales.
So how did messaging help marketers at Omio connect with their audiences and guide them to find travel info fast?
24/7 availability
Offer 24/7 availability with FAQ automation to accelerate ticket sales and help the overwhelmed customer care team.
Customer signals
Collect customer signals to improve personalization and increase ticket sales with hyper relevant offers.
Audience growth
Activate travelers on their preferred channel and seed new high value lookalikes using offer campaigns.
Ongoing engagement
Drive continuous value with a directly reachable messaging audience you can engage with free recurring notifications.
CUSTOMER JOURNEY
Omio engages travelers with a one to one conversational journey across the customer lifecycle
Here’s how Omio transformed their customer journey from start to finish.
It shows you how to send audiences into Instagram DMs from social posts, reels, ads and Insta Stories, how to engage and qualify them, typical conversion paths, and then how to re-engage them to increase customer lifetime value.
1 | Acquire audience
by starting conversations from reels, posts, stories, ads and inbound Instagram DMs.
2 | Engage & qualify
users to understand their individual needs and personal preferences.
3 | Convert users
by sending them to the most relevant website pages or sending private offers in DMs.
4 | Send notifications
on their preferred messaging app to drive ongoing engagement and upsell them.
5 | Increase loyalty
with tailored and timely offers that grow sales and boost customer LTV.
DATA CAPTURE
Omio captures zero party data in a privacy-safe channel to improve customer profiles, segment audiences, and reach them directly
Guiding customers to find travel info with automated FAQs helps Omio capture zero party data on customer preferences. They use this to personalize the buyer journey in real-time and send personalized destination guides.
Below is an example of how Omio structures the data from chat to build audience segments and re-engage customers one to one with push notifications from Instagram.
Customer profile
Janette Spiegelmann
First seen: September 20, 2022
Source: Instagram profile message button
Source: Instagram profile message button
IMPACT
Omio achieved 94% CTR to relevant landing pages and 62% automation rate without human involvement
Since launching its experience on Instagram with Spectrm, Omio has provided customers with automated answers to frequently asked questions quickly and efficiently. This enabled customers with a great experience on Instagram and reduced the workload on Omio’s customer care team.
Omio uses zero party data from chat conversations to personalize their customer experience: the travel company inspires customers with personalized destination guides, which helped them boost ticket sales.
Omio achieved the following results with Spectrm:
- 62% of people found answers to their questions with the automated process.
- 94% click-through rate for people who are directed to a landing page for more information.
Talk to a conversational specialist about direct message inbox automation
See how marketers use Spectrm to grow revenue.
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