Staff, 2022-10-10 05:34:42,
While South Africa’s airline industry has seen dramatic consolidation over the past few years, the gap left by shuttered local airlines has opened the doors for other carriers to meet the growing demand for seats as the country returns to pre-Covid travel. However, this increasingly competitive landscape is placing significant pressure on airline leaders to optimise their operations and improve customer satisfaction.
Clickatell, a CPaaS innovator and Chat Commerce leader, began work with South Africa’s favourite low-cost airline, FlySafair, in 2021, rolling out a WhatsApp customer communication channel. The introduction of the chat platform has not only injected new efficiencies, but it has dramatically boosted customer satisfaction.
“As an airline obsessed with efficiency and maintaining our reputation for being the most on-time carrier, we are always looking for new ways to improve the customer journey and internal processes to ensure superior customer experiences. So when Clickatell approached us about their Chat Commerce Platform, we knew we had to jump at the opportunity,” explains Eswee Vorster, FlySafair Executive Manager and CIO.
Clickatell’s Chat Commerce platform has enabled FlySafair to expand their customer service offering to the popular WhatsApp channel which is used by 96% of South Africa’s digital population.
“Today’s consumers want the flexibility and convenience of engaging with the brands they love and trust on the channels…
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