Spirit Airlines Debuts WhatsApp Solution for Smoothing Customer Communications
New texting and messaging solution improves communication and time efficiencies between airline service management and flyers.
August 26, 2019
As part of Spirit Airlines focus on turning things around enough to become the fastest growing airline in the US, the airline has set up WhatsApp capabilities to allow direct communication with passengers and customers. Starting in September, LivePerson, will bring a new direct line of communication between Spirit’s English and Spanish-speaking Guest Relations and Reservations teams and the millions of Spirit customers in the United States, the Caribbean, and Latin America who already use WhatsApp every day. LivePerson creates conversational commerce solutions to orchestrate humans and AI, at scale, for convenient, conversational relationships between customers and airline management.
“We launched this service to better connect with our guests, both domestically and abroad, as many have told us that they would rather communicate on a familiar and convenient service like WhatsApp,” said Bobby Schroeter, Vice President of Sales & Marketing at Spirit Airlines. “We know WhatsApp is incredibly popular in the United States, but also in the more than two dozen destinations we serve in the Caribbean and Latin America. From travel updates to adding a bag to your reservation, this new messaging service allows Guests to communicate with us in English and Spanish and to opt in to WhatsApp messaging. It is all part of our goal to elevate and improve our Guest experience.”
Beyond WhatsApp, the partnership also makes it possible for Spirit’s passengers to get immediate support by opting to begin a messaging conversation with Spirit representatives instead.
These new tech solution will also leverage LivePerson’s AI-powered Maven Assist capability, which recommends the optimal next actions for human agents to take. Airline passengers will still retain the ability to message with a live representative at any time during the process to address questions, comments and situations that are best suited for a live specialist.
In addition to new WhatsApp and messaging support, Spirit will continue to communicate with customers via its social media channels, on Twitter and Facebook. Over the past two years, Spirit has heavily invested in the Guest Experience touching all aspects of the journey, including on-time performance, customer care technology, and in-flight products.
Spirit Airlines provides customizable travel options starting with an unbundled fare that allows for individual charges for conveniences, such as checking or taking luggage on board, seat assignments and refreshments. The young company operates with more than 600 daily flights to 76 destinations in the U.S., Latin America and the Caribbean.