Post-Booking Chat

Starting in October 2018, our Business and Travel Experience team began reaching out to our users via text messaging. We wanted to make sure our users knew about available upgrades and our Cancel for Any Reason protection plans.

Our initial response rate was quite high (49%), and proven to be helpful for those who engaged. We decided to try this service in-app and designed a post-booking chatbot. We ran this feature as an experiment to help us determine if this form of communication works just as well as text messaging, and to also see if users continued to be interested in additional amenities. So far we are seeing 60-70% users engaging with the new component.

Chatbots are a great platform to use for support as it is scalable and easy for users to interact with... it also never hurts that you're chatting with our friendly familiar face: Fair Bear!