Airlines Consulting Wait times 
Beyond Philosophy
AUGUST 31, 2023
The idea behind this first area is if you have customers waiting for 15 minutes, how can you make it not feel like 15 minutes? For example, an airline’s waiting lounge plays the news. These last two examples seem outdated today since most people will probably pull out their phones while waiting. Click here.
Outsource Consultants
SEPTEMBER 14, 2021
This includes excessive hold times, overwhelmed agents, poor customer satisfaction, and ultimately brand harm. Delta Airlines is hiring 5,000 professionals to help support their customers, but still expects lengthy hold times (some as long as 9 hours) to persist into the fall. It’s no wonder customers have such low expectations.
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CSM Magazine
FEBRUARY 5, 2025
Tasks such as order tracking, refund requests, or account updates are often completely handled by these virtual assistants, reducing wait times for customers. Financial services rely on AI for fraud detection and human support for sensitive consultations.
Skybridge
APRIL 6, 2020
Many customers who call the hotlines of airlines, retailers and financial-services firms, among others, encounter hours long wait times, hearing recorded messages saying help is currently unavailable. login page is topped with a message, in red letters, warning of long wait times and encouraging people to “use our digital tools.”
360Connext
APRIL 28, 2017
My favorite metric was how they determined the incredible results of reducing wait time. So Comcast made dramatic efforts to improve the wait times and engaged their employees in the field to help. The result of reducing YEARS off the wait time for one region illustrates the power of customer experience!
Real Blue Sky
MAY 31, 2023
For example, they found that customers were frustrated with the long lines during peak hours, so they introduced a digital ordering system to reduce wait times. The airline identified various pain points throughout the customer journey, such as the need for more personalization and consistency in communication across channels.
ClearAction
DECEMBER 30, 2017
We see this rampantly in the airline industry. Some ideas we considered included: – Texting customers, to reduce waiting time: Some airlines are calling or texting passengers whenever a gate change or similar modification in plans occurs — this reduces uncertainty, anxiety, and wasted effort and time for customers.
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