CitizenM: Optimizing the customer experience with Adyen
Founded in 2014, Hong Kong-based Klook is one of the world’s leading travel activities and services booking platforms. It currently boasts 40,000 offerings in over 200 top destinations to travelers in 80 countries and counting.
Watch how Klook and Adyen make discovering the world even easier with seamless payments now.
As Klook’s user base grows, ensuring customers can pay using their preferred payment methods has become even more important. With Adyen, Klook is ramping up on payment options in its key markets, including popular credit card payments and local payment methods like DragonPay in the Philippines.
Klook has never let its global expansion get in the way of user experience and convenience. Constantly looking at ways to optimize booking and payment flows, Klook chose Adyen as its partner so they can continue to create “trips of a lifetime” for their customers while leaving Adyen to take care of payments.
“In the past, traveling always involved a trip to the money changer, and carrying a large amount of cash. Visitors today expect to be able to pay using cards, contactless options or using their mobile phones,” says David Liu, Klook’s Chief Product Officer.
Next-gen mobile wallets are also fast becoming a common payment option in retail and travel. Vincent So, Klook’s Growth Product Manager, adds: “Being able to use payments that you know and prefer, like credit cards, Apple Pay, Google Pay, isn’t just more convenient. It makes discovering the world a lot more enjoyable.”
With travel habits rapidly changing, new classes of travelers are also emerging. "Bleisure" travelers who combine their business trips with leisure activities, as well as layover travelers, are booking more tours and activities on the go – on their mobile. It’s one of the reasons why Klook partners Adyen for intuitive, frictionless payments across devices.
“Because same-day in-destination bookings form a large part of our business, mobile booking and payment experiences are especially important. Adyen helps us ensure smooth and secure payments whether travelers are booking online or on our Klook app,” says David.
Klook believes localization goes beyond language. Rather, it’s about making things more convenient for the user no matter where they come from.
“Our users may come from all over the world, but convenience is the universal language. Users’ convenience is what drives a great booking and traveling experience at Klook, and we’re constantly looking for ways to make things easier for our users,” says David Liu, Klook’s Chief Product Officer.
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