Scoot to enhance personalised, multi-channel experiences amid travel restrictions

To further enhance the experience on their digital channels, Scoot deployed Insider’s AI-powered platform to create personalised, multi-channel experiences for customers on its website.

Using Insider’s AI-Powered Platform, Scoot became even more operationally agile, releasing travel requirements at different parts of the customer journey and communicating flexibility options on its website quickly, addressing the fluidity of global travel regulations with agility. Insider’s AI-backed segmentation module has also enabled the airline to serve relevant web push messages to users with a high likelihood of booking a flight.

“Our partnership with Insider has been instrumental in how we support our customers in these challenging times. Scoot’s motto has always been to re-define the customer experience in the low-cost sector, and a large part of this overall experience is delivered via our digital channels. Insider has been a valuable partner in improving our overall site engagement and new customer acquisitions with personalised overlays and engagement features. The ease of use of the platform has also enabled us to be operationally agile and so keep our customers abreast of the latest changes in travel regulations.” said Calvin Chan, chief commercial officer of Scoot.

The airline will continue to invest in providing a personalised, multichannel experience for its customers. Visitors to the website will benefit from Smart Recommendations based on their previous browsing history for a more relevant user experience. Exit surveys will enable Scoot to improve its customer experience constantly.

Patrick Steinbrenner, managing director APAC of Insider, said, “We’re proud to power digital experiences for one of the world’s best low-cost airlines and are happy to have supported them during this pandemic. For the post-COVID recovery phase, we will be stepping up our partnership even further to deliver personalised journeys for Scoot’s customers across the web, mobile web, mobile apps, and ad channels.”