Eptica

APRIL 18, 2018

Author: Pauline Ashenden Not only are holidaymakers now booking their travel and accommodation online, but the web has also paved the way for new business models, with more people going direct to hotels and airlines rather than booking complete packages from traditional travel agents.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Eptica

OCTOBER 16, 2019

As part of the Eptica 2019 Digital Customer Experience Study , ten major travel brands (including Thomas Cook) were evaluated on the service they provided on email, social media, chat and the web. Consumers were also asked about how much they trusted different sectors , including hotels, holiday companies and airlines.

Airlines 56

Airlines Benchmark Self service Marketing 56

Verint

JANUARY 17, 2018

For a quick benchmark on the adoption and investment in AI technology by industry segment, check out Exhibit 1 in the recent McKinsey and Company article What AI Can and Can’t Do (Yet) for Your Business. Charter has been able to better serve customers by helping them use self-service for password reset and other routine tasks.

Airlines 36

Airlines Self service Construction Benchmark 36

Netomi

SEPTEMBER 20, 2021

Creating custom skills on Alexa allows your customers to ask questions, order or re-order products or services, or engage with other content spontaneously by simply speaking out loud. With Alexa for Business, teams can integrate with Salesforce, ServiceNow, or any other custom apps and services. Key features: . Company Background.

Chatbots 126

Chatbots APIs Surveys Analytics 126

Netomi

AUGUST 10, 2022

Our Conversational AI Benchmarking Report revealed that Netomi has the highest accuracy in comparison to other AI platforms, meaning that the AI is responding accurately, thus causing less user frustration than if it provided a response that was incorrect or irrelevant.

Metrics 59

Metrics Average Handle Time Airlines Chatbots 59

Global Response

MARCH 27, 2023

Aside from the numbers, you may not have to look far beyond your own experiences to recognize the importance of great customer service. When was the last time you had to call an airline to change your flight (or perhaps, get a new flight after they canceled yours)?

Customer Service 62

Customer Service outsourcing Self service Multi-channel support 62

SharpenCX

MARCH 5, 2020

Nowadays, you can get service requests by phone, or by a tweet tagged with your company’s Twitter handle. Some companies get so many customer Tweets and mentions, they have a 24/7 social team on deck to handle the requests (like our friends over at Alaska Airlines ). See why Alaska Airlines is a brand we’re crushing on.

Best practices 67

Best practices Contact Center Airlines Benchmark 67

Comm100

FEBRUARY 6, 2018

This CRM solution offers customer service and social media integrations, knowledge management for digital self-service, conversational bots and more. Comm100’s knowledge base can easily integrate with live chat, providing a better customer and agent experience through self-service.

CRM 57

CRM Enterprise SaaS Marketing 57

Comm100

MAY 21, 2019

of Southwest Airlines who shares some amazing stories about Southwest’s culture – the people in front of customers and behind the scenes who are energized to deliver amazing service and who all play a part in a positive, flourishing culture. (You can read my longer writeup of this session over at CX Accelerator.).

Contact Center 77

Contact Center Surveys Best practices Metrics 77