CWT has added Slack to the list of channels through which its messaging support is available, the travel management company announced.
The TMC’s customers now can submit travel requests through the Slack platform, through which CWT’s AI-powered virtual assistant can collect information that will help travel counselors more easily serve their request. Slack joins other platforms, including Microsoft Teams, WhatsApp and Workplace from Meta, along with the myCWT web and mobile platforms, through which travelers can access CWT messaging support.
CWT said requests through messaging are fulfilled four times faster than those via email and that the messaging support’s customer satisfaction scores are above 90 percent.
“Many of our customers use Slack to facilitate team communication and collaboration, so this integration will make it even easier for their employees to contact us for assistance with their business trips,” CWT chief product officer Erica Antony said in a statement. “We increasingly see travelers prefer to use messaging instead of phone calls or emails when they need support, so we are continuing to enhance this service to help them save time and be more productive.”
CWT is in the midst of a $570 million acquisition by American Express Global Business Travel, which the TMCs expect to close in the second half of this year.
