Traveloka

Traveloka's customer service agents rely on email, WhatsApp, and other digital channels to communicate with customers. Timely communication across all channels is critical to supporting customers before, during, and after their planned travel. Many inquiries are time-sensitive — disrupted travel plans, transportation issues, and booking challenges — and inefficient, unreliable communications can frustrate customers, damage Traveloka's reputation, and lead to increased churn.

Each of Traveloka's communication channels presented its own challenges. The platform's existing email service provider offered competent deliverability rates, but its cost-per-unit was high and the vendor's ability to optimize deliverability was limited. And while the company had set up WhatsApp as a communication channel, it was using an API-based solution that did not allow for two-way conversations with customers.

“Bird is one of our most efficient partners, providing us with a service that allows us to work more effectively and maximize our investment.”

Traveloka Team

As Traveloka's team sought out solutions to improve its email and WhatsApp channels, Bird was identified as a top option because of its ability to optimize both channels through a single platform.

“Bird's suite of capabilities across email and WhatsApp was a perfect fit for our needs. As we explored Bird's platform and learned more about its features, we discovered even more opportunities and benefits that we weren't necessarily searching for.”

Traveloka Team

By partnering with Bird, Traveloka took two underperforming — and underutilized — communication channels and used them to elevate the company's entire brand experience. Two-way communication and a custom CS bot gave customers a more responsive, personalized experience and the flexibility to reach support through either the app or WhatsApp. By moving its email program to Bird, Traveloka achieved its goal of controlling messaging costs while maintaining high deliverability, maximizing its email investment.

Although Traveloka was already satisfied with its email deliverability, the company is eager to use Bird's platform to push that performance even higher. It is currently using Bird's Deliverability Audit service to enhance its inbox rate — given the importance of transactional and time-sensitive messages, improved inboxing ensures customers get the messages they need, when they need them.

Improved deliverability will also help Traveloka's marketing team deliver promotional messages and other time-sensitive content to subscribers as they continue to increase brand affinity with their customers.

“We are now using Bird's Deliverability Audit service, which enhances our inbox rate, ensuring our users consistently receive transactional updates and the latest promotional information if subscribed.”

Traveloka Team