Automation rate without human involvement
Clicked through to relevant landing pages
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.
Direct message automation
Automate FAQs and convert high intent customers.
Send notifications to opted-in customers for ongoing engagement.
Convert DMs on social to golden tickets. Not service tickets.
Instagram stories, posts, ads and reels.
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?
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.
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.
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.