Success Story

Transforming Customer Engagement: How Vietnam Airlines is Elevating Experiences, Driving Conversions, and Increasing Revenue with Insider

Personalization
CDP
Travel

10X

ROI

1.5X

increase in

ticket bookings

42%

increase in

conversion rate

Industry

Travel

Category

CDP
Personalization
Mobile Marketing
Architect

Channels

Onsite
Push Notifications
App
Architect

Solution

Instory

Partnering with Insider has been a game-changer for Vietnam Airlines. Their advanced technology, from AI-powered personalization to automated cross-channel Architect flows, has enabled us to deliver seamless, tailored experiences that drive engagement, conversions, and customer loyalty. Insider’s innovative solutions have become integral to our digital transformation, and we’re excited to continue leveraging their expertise to redefine customer journeys.

Nguyen Hong Nga

Deputy Director, Digital Marketing Department

Executive summary

Insider’s deep expertise in the airline industry and proven ability to adapt to evolving needs are why Vietnam Airlines chose Insider as a trusted partner for its digital transformation journey. 

Over their 8-year partnership, Insider has supported Vietnam Airlines by expanding to new channels, enabling personalized, data-driven engagement strategies that grow alongside the airline’s digital ambitions.

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About Vietnam Airlines

Founded on May 27, 1995, Vietnam Airlines is Vietnam’s national carrier, connecting over 120 routes across 20 domestic and 30 international destinations. With a modern fleet of 100+ aircraft, it was the first in Asia-Pacific to operate both Boeing 787 and Airbus A350. Known for on-time performance, safety, and high-quality service infused with local culture, Vietnam Airlines has proudly linked Vietnam to the world, fostering trade, tourism, and cultural exchange.

Why Insider?

Vietnam Airlines chose Insider as a trusted partner for its digital transformation journey due to Insider’s deep expertise in the airline industry and proven ability to adapt to evolving needs. Over their 8-year partnership, Insider has supported Vietnam Airlines by expanding to new channels, enabling personalized, data-driven engagement strategies that grow alongside the airline’s digital ambitions.

USE CASE #1

Boosting Ticket Bookings with Personalized Cross-Channel Engagement

The challenge

Vietnam Airlines faced the challenge of increasing its ticket booking completion rate, striving to convert more potential travelers into confirmed customers.

The solution

To address the challenge, Vietnam Airlines leveraged Insider’s capabilities to enhance the booking experience and reduce drop-offs. Using Onsite for website personalization, the brand implemented Social Proof elements and conducted A/B testing of promotions to identify the most effective approaches for engaging customers. Additionally, Vietnam Airlines optimized its cart abandonment flow with cross-channel reminders, such as sending push notifications to customers who initiated bookings on the web. This cohesive approach ensured consistent and timely communication, encouraging customers to complete their ticket purchases.

The results

1.5X

increase in ticket

completion rate

USE CASE #2

Increase Ancillary Revenue with Insider Onsite Experiment

The challenge

Vietnam Airlines faced the challenge of a low ancillary sales on its website

The solution

To tackle this issue, Vietnam Airlines utilized Insider’s Onsite Experiment to enhance its ancillary revenue. The brand conducted A/B testing on Ancillary Options to determine the top selling services and adjust the website design to promote them. These targeted efforts allowed Vietnam Airlines to refine its website experience and better cater to user preferences for additional services.

The results

12%

increase in
Conversion Rate

USE CASE #3

Personalize Flight Suggestions to Increase Flight Search & Bookings

The challenge

Struggling with a high bounce rate, indicating a need to capture user attention and optimize the customer journey more effectively.

The solution

Leveraging advanced location-based technology to dynamically showcase the most relevant departure airports, ensuring a seamless and personalized user experience that drives engagement and streamlines the booking journey.

The results

32%

increase in
Search Flight Rate

18%

increase in Conversion Rate

USE CASE #4

Amplifying Discovery of Newest Flight Offers & 5-Star Services 

The challenge

Vietnam Airlines faced the challenge of low visibility for new product launches on its website, limiting customer awareness and engagement with these offerings.

The solution

To improve product discovery and awareness for new launches, Vietnam Airlines implemented Insider’s InStory feature. This tool showcased engaging, story-like content on the website, drawing customer attention to new products and increasing visibility across the site.

The results

22%

increase
in CVR

21%

increase
in sales

Summary

Through its partnership with Insider, Vietnam Airlines transformed its digital strategy, achieving significant gains in engagement, conversion rates, and customer trust. By leveraging innovative solutions like personalization, cross-channel engagement, and dynamic emails, the airline has set a new standard for delivering exceptional customer experiences. This collaboration showcases the power of innovation in driving growth and building loyalty.

Looking ahead

Vietnam Airlines is expanding its partnership with Insider to enhance personalization and automation. Plans include A/B testing booking flows to boost ancillary revenue, personalizing website experiences based on location and booking history, and using automated cross-channel Architect flows to increase ticket purchases and ancillary sales.

Favorite feature

Architect

Vietnam Airlines' preferred feature from Insider is the Architect tool. This feature enables the airline to design and implement personalized, cross-channel customer journeys, enhancing engagement and conversion rates. By utilizing Architect, Vietnam Airlines can deliver tailored experiences across various touchpoints, effectively meeting the evolving needs of its customers.

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