Spirit Airlines has announced that it will introduce a new texting and messaging solution for its customers on WhatsApp this September.
The technology, powered by global conversational commerce solutions provider LivePerson, will open a new direct line of communication between Spirit’s English and Spanish-speaking Guest Relations and Reservations teams and Spirit’s passengers in the United States, the Caribbean and Latin America, who already use WhatsApp daily.
“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.”
The launch of WhatsApp support comes as a direct result of Spirit’s new partnership with LivePerson, one of the global leaders in conversational commerce solutions. Beyond WhatsApp, the partnership also makes it possible for Spirit passengers who call to get immediate support by opting to begin a messaging conversation with Spirit representatives instead.
These new solutions will also leverage LivePerson’s new AI-powered Maven Assist capability, which recommends the optimal next actions for human agents to take, including surfacing content or suggesting virtual assistants capable of responding to a customer’s intent. 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.
“We’re excited to enable this new connection for America’s fastest growing airline, providing a powerful, engaging way for Guests to connect with Spirit on their own time,” said Manlio Carrelli, Executive Vice President, Enterprise Business Group at LivePerson. “Guests want to be able to ask questions, add products, and get immediate help without waiting, and with Spirit we’re making it possible for them to do so in the messaging channels they prefer.”
In addition to new WhatsApp and messaging support, Spirit will continue to serve its passengers via its social media channels on Twitter and Facebook.