¡We did it! 2.3x NPS increases above industry standards by measuring and understanding the traveler’s interaction.
In the solutions optimization phase, we rolled out an “NPS strategy” to challenge and test our solutions with Expreso Brasilia’s travelers. Collecting anonymous data, customer evaluations, habits and interactions allowed us to test and make changes to the eCommerce experience.
Digital transformation is not only about software. We feel proud at Reservamos to have introduced a key concept at Expreso Brasilia. This will ultimately benefit the travelers & the Company. Onward & upward.
Personalizing the shopping experience for travelers speeds up online shopping processes and is key to providing more efficient service.
Now users will be able to save or delete their cards when making a purchase. Within their profile, a section will appear to save the card data and remember them for future purchases.
Within the purchase process there are 2 properties:
Save card: User who wants to save their card data for future purchases.
Use a saved card: Choose a saved card to speed up the purchase process.
Impact of the update:
About 25% of users who have an account choose to save or use their card.
The update includes touchpoints in the customer experience to increase the number of records and cards saved.
Digital transformation is not just about software. At Reservamos SaaS, we help bus companies provide a better digital experience for their passengers. From the ticket search to loyalty programs for frequent travelers.
With this in mind, our team of professionals has analyzed the travelers’ purchase funnel when it does not show results when searching for tickets for certain dates. Creating a new alternative by adding:
Next day and previous day buttons in search results.
The option to purchase the open ticket.
The impact on bus lines:
Avoid losing sales due to a bad user experience.
Keep users in the funnel without returning to the main page.
At Reservamos SaaS we are constantly innovating to bring the bus sector to the innovation speed needed, to create a better experience for the new digital traveler.
Always looking to improve the booking experience and bring best practices from other industries to the bus sector, our RD team conducted a development that will increase conversion, improve the experience, and fasten the booking process by adding:
1. Promos and highlighted prices, and discounts by importance.
2. Edition of information such as choosing seats, passenger name, and payment information, in a smooth process within the same page. No need to use the navigation buttons.
These improvements have already shown great results such as:
Higher traffic to purchase conversion.
Less bounce rate and abandonment.
Speed up the booking process.
Increase sales.
We hope you’ll discover Search Result Optimization effectiveness in growing the conversion in your eCommerce.
Through an NPS survey conducted on one of the Grupo IAMSA bus lines, we were capable of measuring the main steps of our eCommerce purchasing funnel, understanding the brand loyalty level, and benefit both travelers’ experience and the digital channel growth.
The results are outstanding, above 70 points, and we find a very high value in the following steps within the traveler purchase experience:
Origin and destination search – Very intuitive!
Excellent payment options.
I received immediately in my email my confirmation and tickets.
According to the survey, travelers highlighted the purchasing experience and their preference for the brand to continue buying and recommending it to other users. The NPS strategy score from this exercise exceeded other industries, such as eCommerce and transportation services.
Technology empowers us as companies and empowers our travelers to make better decisions in less time.
