Freshdesk Messaging for Travel and Hospitality

Freshdesk Messaging instantly connects you with your web visitors and app users through the power of messaging. Its modern and familiar interface is the fastest way to answer travel enquiries, promote holiday offers and accelerate bookings.

Make your customer's journey memorable from booking to boarding

83% of online shoppers need support to complete a purchase.

75% of people choose a business for its better customer experience.

Customers do a ton of research before they travel and it can get quite tiring even before the journey begins! They need the easiest way to get information, sort booking and plan accommodation. Adding the Freshdesk Messaging widget on your website or app allows you to be there for your customers offering assistance when they need it the most.

“The ease of use of the Freshdesk Messaging interface and the contextual information displayed in the right pane has made a huge difference to our workflow, enabling our agents to provide a much more personalised assistance.”

Aditya Priyadarshi

Online Product Head (Holidays)

MakeMyTrip

Learn how MakeMyTrip increased agent efficiency by 3x using Freshdesk Messaging

One tool to handle bookings and support

The Freshdesk Messaging widget helps you sort incoming chats automatically through ‘Topics’. It routes queries to the right agent/group so you save time on chat assignments.

Think of Topics as an IVR for chat, without the painful process of dialing numbers. It allows you to create topic-based conversations with your customers like bookings and travel inquiries, cancellation, rescheduling, refunds and more. So both your customers and agents can avoid confusion and save time.

Learn more about Topics

Fuel their wanderlust with proactive messaging

Proactively send real-time customized messages to visitors and nudge them to purchase and complete the booking.
Send the right message at the right time based on conditions like web URL, location, time spent on checkout pages, and other advanced user properties and events.

Reduce cart abandonmentNudge customers to take action based on advanced event properties like dynamic flight pricing.
Announce offers to specific visitorsMake offers based on advanced user properties rewarding premium customers.
Reduce page drop offsReduce bounce rate and nurture visitors with low intention to buy.

Fuel their wanderlust with proactive messaging

Reduce cart abandonment

Nudge customers to take action based on advanced event properties like dynamic flight pricing.

Announce offers to specific visitors

Make offers based on advanced user properties rewarding premium customers.

Reduce page drop offs

Reduce bounce rate and nurture visitors with low intention to buy.

All roads lead to Freshdesk Messaging

Your customers want to contact you when they want and how they want. They aren’t happy if they can’t. Just as booking a holiday, or stay at your hotel from the comfort of their bedroom is convenient, they expect no less from your customer service. They expect your business to be on the channels they are on.

You can now engage, manage and respond to conversations from your mobile app (SDK integration), WhatsApp and Facebook Messenger right from your Freshdesk Messaging dashboard!

Your 24x7 support valet

Replace boring forms that gate conversations and cause drop offs. Instead, rely on our bot to converse and engage with customers even outside of business hours. You can further customise bot workflows, and even auto upload leads to your CRM.

The only waiting will now be for boarding

Assist with better context

Empower your team with detailed, real-time info to assist customers effectively, including name, email, phone number, IP, the page the conversation was initiated from, and even navigation timeline of pages visited. This data gives you and your team the context you need to have an informed conversation with the customer.

You can further push or fetch useful information such as current booking details from your system, or any other third-party application, and make booking changes right from within the Freshdesk Messaging interface.

Deliver answers round-the-clock

Empower visitors and customers to get answers to common questions even when your team is away, while still providing a great customer experience.

Freshdesk Messaging's in-messenger FAQs deflects the volume of chat queries enabling your team to spend less time on low transactional value queries and more time on the ones that have greater business impact.

Learn more about in-messenger FAQs

Engage from wherever you are

Small team or a large one, the Freshdesk Messaging app for Android and iOS lets your team members engage with visitors or users when they are away from their desk or are on the move. Team members are alerted to new messages instantly.

Your team can view conversations, user details and activity, assign conversations to other team members, resolve, reply, add private notes, canned responses, images and FAQs.