Digital communication is hard to do right, and especially for airlines it requires integration with the underlying (PSS and DCS) systems, as well as access to the relevant data, which we have.
With that we can communicate with users with the right message in the correct channel at the most relevant time. App push notifications are extra powerful since it works for both members and anonymous users, but also other channels like email, sms and chat apps can be added.
It starts with customer journey mapping, and our Communication Engine does the work, with channel segmentation provided by the data platform.
Customer Journey Mapping
What to communicate when, to whom and in what channel? We can help map that and configure our platform to support that, including getting triggers from the underlying systems and segment the right users.
Some of the communication use cases to be mapped are often: destination inspiration and deals; abandoned cart messages; check-in open; health declaration forms and entry visa reminders; ancillary upsell post booking, such as bags, seats and insurance, or third party like transportation and hotels; airport, terminal and gate information and change notifications, including updating boardingpass in Apple Wallet or Google Pay; Net Promoter Score (NPS) post booking and post trip; inform and sell activities on trip, among others.
Communication Engine
SuperStreams Communication Engine provides the capabilities to communicate with the digital channels, primarily for Mobile App Push Notifications, but other channels like email, sms and chat apps can also be integrated with.
App Push notifications have a corresponding inbox/messages view in the app, and can be setup via CMS to be manual or scheduled (common for promotions messages), or transactional via config to be triggered at certain time and logic, e.g. “check-in open” notifications 24 hours before departure.
Recent enhancements include support for images and actions/buttons, and geofence can be enabled, which means the app user will get a push by walking into a certain configured area, e.g. an airport.
Indirect to Direct & Engaged Traffic
Mobile self service, especially mobile checkin and boardingpasses, is the perfect use case to drive indirect traffic and users (from travel agencies, meta search, OTAs) to direct traffic. And once a user is mobile we store everything including profiles from the PNR checked in, to make repeat bookings super fast. Another great new relevant technology is “app clips” that make it possible to install a part of an app via QR or NFC, e.g. at the airport for check-in flow, and later get the full app.
We constantly monitor daily active users (DAU) and try to find the right balance to engage users with the communication engine, by sending segmented push notifications. Not one for all but timely transactional relevant messages, and/or on a broader scale but still segmented based on behavior, interest and history.
GET ON BOARD
Book the
product demo
The Digital Airline platform includes front-end mobile applications for end-users to book, pay and check-in, plus other services to make the life of traveling smoother.
Stockholm
Hammarby Kajgata 12, 3tr
120 30 Stockholm
Sweden
[email protected]
Tirana
Arena Center
Papa Gjon Pali II Street
Tirana, Albania
Kuala Lumpur
Level 8, Boutique Office 1 (B01-C), Menara 2, No, 3, Jalan Bangsar, KL Eco City, 59200 Kuala Lumpur, Malaysia
Singapore
Scotts Road #24-10
Shaw Centre
Singapore 228208
Copyright © 2024 SuperStreams