Discover how a travel agency uses smart personalization to re-engage visitors and convert potential travelers.
From travel inspiration to a personalized customer journey
How do you ensure that potential travelers don't lose sight of their dream trip? And how do you cater to their personal preferences without having to reach out to every visitor manually?
For travel agencies, the customer journey often begins long before anyone actually books a trip. Visitors explore different destinations, compare tour packages, and view the same trip multiple times. However, this interest does not always lead directly to a booking.
It is precisely during this exploratory phase that there are opportunities to re-engage visitors and help them make a decision.
With Ternair, travel agencies can use website behavior and personal travel preferences to better tailor their communications to the interests of potential customers. By combining automatic availability notifications with dynamic content, they can create a personalized customer journey that aligns with each visitor’s search behavior.
This allows us to reach out to interested travelers again at relevant times, such as when a desired trip becomes available or when their online behavior indicates their preferred destination.
From Manual Communication to an Automated Customer Journey
Automotive companies receive many questions every day about scheduled service appointments. For example, customers want to know what time they are expected to arrive, what work will be performed, and whether replacement transportation is available.
These questions lead to repeated phone calls and take up employees' time that could otherwise be spent on other tasks.
To improve this process, an automated communication workflow is being set up with Ternair based on existing workshop data.
A few days before a scheduled appointment, the customer receives a personalized reminder containing all relevant information about the visit. This includes the date and start time, the type of maintenance, and the planned work.
It also indicates whether alternative transportation has been arranged. If this has not yet been done, the customer can easily submit a request via a link.
In addition, customers will have the opportunity to provide additional points of concern in advance. These might include, for example, a specific complaint or a follow-up question about the car.
By providing this information in advance, customers are better prepared, and the repair shop can take any additional requests into account.
This is how a standard appointment reminder becomes a valuable service opportunity that benefits both the customer and the organization.
From a Missed Trip to a New Opportunity
A major challenge in the travel industry is retaining interested visitors when a desired trip is temporarily unavailable.
For example, a potential customer might be interested in a tour of Brazil but discover that there is no suitable departure date available at that time.
Without further follow-up, there is a chance that this visitor will leave the website and continue their search with another provider.
With Ternair, this moment is used to maintain the relationship with the interested traveler.
Through a sign-up option on the website, visitors can indicate that they would like to receive a notification as soon as their desired trip or destination becomes available again.
The system then automatically checks to see if there is new availability.
As soon as a suitable trip becomes available, the interested visitor will receive a personalized email with information about the trip and the option to review it again.
This means travelers don't have to keep returning to the website themselves to check availability.
At the same time, the travel agency can reach out again at a time when the information is immediately relevant.
The entire verification and dispatch process is automated, allowing this form of personalized follow-up to be implemented without the need for daily manual tasks.
Automatic departure date alerts keep travelers engaged
Automatic availability notifications are an important part of the approach.
Instead of sending out general newsletters, communication is triggered by a specific change that aligns with the recipient’s previously expressed interest.
For example, if a traveler has indicated an interest in a tour of Brazil, they will only receive a notification when new availability actually becomes available for the desired trip.
The email may then include relevant information about the destination, available trips, and options for learning more or making a reservation.
This makes communication personal and functional: the recipient receives information that was explicitly requested.
The strength of this approach lies primarily in the combination of timing and relevance. Travelers do not receive a random commercial message, but rather a notification that aligns with an existing travel desire.
This turns a previously missed booking opportunity into a new chance to continue the customer journey.
