Clickatell Resources

The Big Book of Chat Commerce 2025 presents a compelling case for why businesses must prioritize chat as the new interface for customer engagement, commerce, and service. In it, we highlight how traditional contact centers, mobile apps, and siloed digital experiences are failing to meet the expectations of modern consumers, especially Gen Z and Millennials, who demand instant, personalized, and frictionless service. With messaging apps like WhatsApp now hosting billions of users, chat has become the digital front door for commerce. Chat commerce enables end-to-end customer journeys, product discovery, transactions, and support, all within a single chat thread, removing the need for app downloads or call center queues. This ebook showcases real-world use cases from airlines, banks, and retailers leveraging chat to increase upsells, improve customer satisfaction, and dramatically reduce operational costs. Airlines send boarding passes and upgrade offers via WhatsApp; banks enable secure balance checks and fund transfers in-chat; and retailers drive loyalty and revenue through personalized promotions. Economic benefits include lower cost-to-serve, higher agent productivity, increased conversion rates, and better customer lifetime value, all amplified by rich data generated through conversations. To succeed, we urge businesses to adopt a “No Hold, No App, No Friction” mindset, align internal teams around chat as a strategic pillar, invest in AI and automation, and design chat experiences that are both human and scalable. We also outline critical implementation considerations such as data security, legacy system integration, and change management. Chat commerce is not a feature, but a transformative business model that redefines how companies engage, serve, and sell, creating a cycle of customer delight, loyalty, and growth.

Deliver full commerce experiences in the messaging apps your customers are already using everyday.

Consumer behavior is continually evolving, and your marketing, tech, and CX teams are feeling the pressure to keep up. The secret to success? Chat Commerce. By incorporating it into your brand's targeted marketing strategy, you empower customers to shop through instant messaging platforms like SMS, WhatsApp, and Facebook Messenger. Imagine a customer abandons their cart. Soon after, that item goes on sale. You can inform them of the offer through chat and give them a quick way to act and make the purchase. Suddenly, you not only become your customer's hero, but you also convert that initial sale, all while making the process feel personal and seamless. In this eBook, you'll discover ways to integrate Chat Commerce within your existing work processes and tech stacks without the hassle of development time, security issues, and other common concerns. Download it now to see real examples of how it can serve your marketing, tech, and CX teams in saving costs, improving efficiency, and more.

The market trends couldn’t be more apparent: consumers want to interact with hotels and resorts using mobile messaging.  We surveyed consumers of all ages to discover how they prefer to interact with their favorite hotels travel brands. From booking updates and access to resort information, mobile messaging gives hotels and resorts the leading edge with their customers.

Chat Commerce and the Evolution of Air Travel How Airlines Are Delighting and Transacting with Customers in Messaging Apps In just six months, airline FlySafair has skyrocketed customer satisfaction rates by offering travelers a full Chat Commerce experience from start to finish. Powered by Clickatell’s Chat Commerce Platform, FlySafair was able to meet customers on the messaging app they already use and love – WhatsApp. And today, 48% of their customers choose to interact with them on WhatsApp over other channels, with 45% receiving their boarding passes on the popular messaging app. In this webinar, Clickatell VP of Sales for the Americas Justin Williams is joined by Eswee Vorster, Executive Manager and CIO of FlySafair as well as Ken Ritchie, Senior Director at Visa CyberSource Global Industry Solutions, to discuss how airlines can leverage messaging apps to usher in the future of air travel in the digital age. Speakers

How Conversational Chat is Moving the Travel Industry Forward A consumer’s travel experience begins when they pick up their phone to start planning a trip. Discover why travelers everywhere are embracing mobile messaging to connect with their favorite travel brands in this infographic.

The shift away from traditional marketing channels like print and television is making room for the communications juggernauts of the 21st century: messaging apps and SMS. 79% of businesses are already using messaging to communicate with their audience, and the trend is only going to continue to grow. It’s official: messaging is the future of marketing. Read our comprehensive study on how personalized messaging and chat is igniting brand growth and increasing operational efficiency. No matter your industry, one thing is clear: messaging is here to stay.

Great customer experience is always a win for both brands and customers. Create personalized interactions while engaging with your customers through SMS and Advanced Messaging, automation, live agent interactions, payments, and more – all through one unified and unforgettable experience. To find out more about our products, visit www.clickatell.com now.

Discover how customer service teams have become a revenue-generating muscle by leveraging messaging and chat channels.