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Messaging-based customer service, powered mostly by Facebook at the moment, is tipped to become a part of the mainstream brand-to-consumer relationship.
Consumers appear to be willing to accept that a robot might be the easiest way of engaging with a travel service.
For example, when asked in a recent survey about whether they would accept travel brands proactively sending them messages, nearly half of a 2,000-sample of consumers in both France and the UK said they would be interested if the hotel or airline was sending an exclusive offer or deal.
More than half of regular users of Messenger and WhatsApp claim to have interacted with a brand within the messaging environment, or say they will happily do so.
1/3 say that the complete history of any conversations with a company being contained within the relevant application is an advantage when dealing with a company, with no need to search through emails, or notes from telephone calls to a customer service centre.