Upsell and cross-sell ancillary services (insurance, hotel, car rental)

Purpose

1.1. Automate identification and personalized recommendation of ancillary services (insurance, hotels, car rentals) immediately after or during an airline ticket purchase.
1.2. Enhance customer experience and maximize agency revenue by timely upselling and cross-selling related products, leveraging customer data and communication channels.
1.3. Seamlessly integrate upsell offers across multiple channels (email, SMS, in-app, web) using dynamic segmentation and triggers.
1.4. Ensure compliance and use real-time inventory and contextual data for relevant and permitted offers.

Trigger Conditions

2.1. Ticket purchase confirmation event from booking engine.
2.2. Abandoned cart or incomplete booking detected.
2.3. Customer profile match indicating travel preferences or previous purchases.
2.4. Scheduled post-purchase time delay (e.g., 10 minutes after ticket confirmation).
2.5. Interaction with customer service or self-service chatbot.

Platform Variants

3.1. Salesforce
• Feature/Setting: Process Builder or Flow to trigger “Send Custom Offer” when Opportunity Stage = ‘Closed Won’

3.2. HubSpot
• Feature/Setting: “Deal Won” Workflow triggers Automated Email with personalized upsell module using Smart Content

3.3. Zendesk
• Feature/Setting: Trigger fires on ticket resolution; Side Conversation via API for insurance offer message

3.4. Twilio SMS
• Feature/Setting: Messaging API; POST /Messages to send personalized service upsell SMS with offer code

3.5. SendGrid
• Feature/Setting: Transactional Template API; send dynamic email upsell campaign using booking metadata

3.6. Intercom
• Feature/Setting: Series (Automated Campaigns); Event-based messages for cross-selling when user completes booking

3.7. Mailchimp
• Feature/Setting: Customer Journey Builder; trigger upsell path upon contact purchase tag update

3.8. ActiveCampaign
• Feature/Setting: Automation; If “Bought Ticket” tag added, trigger new series to send multi-channel upsell

3.9. Klaviyo
• Feature/Setting: Flows; Triggered on API booking event, send upsell offers via email/SMS depending on profile

3.10. Shopify
• Feature/Setting: Script Editor or Flow; After checkout, trigger API call to display car rental offers

3.11. Freshdesk
• Feature/Setting: Observer rules; On ticket closure, send offer using Freshdesk Marketplace Apps

3.12. Zoho CRM
• Feature/Setting: Workflow Rule; On deal closure, API call to email insurance/hotel partner offers

3.13. Pipedrive
• Feature/Setting: Automation; Trigger webhook after deal close to push upsell recommendations

3.14. Google Ads
• Feature/Setting: Customer Match; Automated segment creation post-booking for retargeting car rentals and hotels

3.15. Facebook Messenger
• Feature/Setting: Messenger Send API; Personalized cross-sell content triggered by booking completion event

3.16. Microsoft Power Automate
• Feature/Setting: Automated flow; When booking entry created, send Outlook email with dynamic upsell links

3.17. Slack
• Feature/Setting: Webhook; Notify sales channel on new ticket with quick action to send customer a direct upsell message

3.18. WhatsApp Business API
• Feature/Setting: Send Message API; Automated template for post-purchase ancillary services offer

3.19. Stripe
• Feature/Setting: Webhook on successful payment; Email upsell trigger to user for additional travel services

3.20. Calendly
• Feature/Setting: Event Type Confirmation Trigger; Custom Thank You Page or follow-up email for upgrade offers

3.21. Aircall
• Feature/Setting: Call Tagging; After “booking” tag applied, invoke VoIP API to route upsell offer follow-up call

3.22. Segment
• Feature/Setting: Track (“Booked Flight”) event, send to integrations (email, SMS, ad platforms) for multi-channel upsell

3.23. Viber
• Feature/Setting: Public Account API, send event-triggered message upon purchase confirmation

3.24. Marketo
• Feature/Setting: Smart Campaigns; Trigger offer email if “Flight Purchased” data value changes.

Benefits

4.1. Maximizes agency profit by increasing customer lifetime value via contextual ancillary sales.
4.2. Improves customer satisfaction with personalized, relevant offers.
4.3. Reduces manual effort by automating cross-sell workflows and communication.
4.4. Ensures timely delivery of offers synchronized with customer booking actions.
4.5. Enables consistent, multi-channel outreach leveraging available customer data for higher conversion rates.