Spirit Airlines Debuts WhatsApp for Seamless Communication with Guests
August 26 2019 - 1:00PM
Spirit Airlines, the fastest growing airline in the United States,
continues its commitment to invest in the Guest experience with an
industry-leading technology to connect with its Guests via the
messaging application WhatsApp. Beginning in 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 the millions of Spirit Guests in the United
States, the Caribbean, and Latin America, who already use WhatsApp
every day.
“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, a global leader
in conversational commerce solutions. Beyond WhatsApp, the
partnership also makes it possible for Spirit Guests who call to
get immediate support by opting to begin a messaging conversation
with Spirit representatives instead.
These new Guest 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 Guest’s intent. Guests 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 Rick
Winnard, Global Head of Gainshare Programs 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 Guests 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, Guest
care technology, and in-flight products.
About Spirit Airlines:
Spirit Airlines (NYSE: SAVE) is committed to delivering the best
value in the sky. We are the leader in providing customizable
travel options starting with an unbundled fare. This allows every
Guest to pay only for the options they choose — like bags, seat
assignments and refreshments — something we call À La Smarte. We
make it possible for our Guests to venture further and discover
more than ever before. Our Fit Fleet® is one of the youngest and
most fuel-efficient in the U.S. We operate more than 600 daily
flights to 76 destinations in the U.S., Latin America and the
Caribbean, and are dedicated to giving back and improving the
communities we serve. Come save with us at spirit.com. At Spirit
Airlines, we go. We go for you.
About LivePerson,
Inc.: LivePerson makes life easier by transforming
how people communicate with brands. Our 18,000 customers use our
conversational commerce solutions to orchestrate humans and AI, at
scale, and create a convenient, deeply personal relationship — a
conversational relationship — with their millions of consumers. For
more information about LivePerson (NASDAQ: LPSN), please visit
www.liveperson.com.
A photo accompanying this announcement is available at
https://www.globenewswire.com/NewsRoom/AttachmentNg/865c7f12-ece6-47e1-bded-2c58172e0100
Contact:
Haven Kaplan
(954) 364-1220
media_relations@spirit.com
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