Inbenta

JULY 29, 2021

8 airline chatbot use cases to achieve top-notch support. Airline chatbot examples. Create your own airline chatbot. These situations call for superior airline customer service. Achieving top-notch airline support with chatbots. Airline chatbot examples. Let’s face it.

Airlines 88

Airlines Chatbots Upselling Self service 88

ShepHyken

JUNE 17, 2018

My Comment: Do you have the kind of relationship with your customers where they will give you the benefit of the doubt? How Customer Support Can Adapt to Keep Up with Customer Expectation by Steven Schuler. How Customer Support Can Adapt to Keep Up with Customer Expectation by Steven Schuler.

Customer Service 209

Customer Service Airlines Customer Support Contact Center 209

ShepHyken

SEPTEMBER 15, 2024

I’m honored to be included in this article that focuses on how to get your best scores and ratings in the customer support contact center. With 15 ideas shared, you’re sure to find something to help you achieve high customer satisfaction scores.

Customer Service 213

Customer Service Airlines Self service CRM 213

ShepHyken

APRIL 17, 2017

My Comment: Many brands track social media posts to respond to complaints and customer support issues. United Airlines and the Dollars and Cents of Customer Experience by Augie Ray. The answer is no and yes and, this is a customer experience lesson for business leaders. but what we can learn from what happened.

Airlines 198

Airlines Customer Service Customer retention Customer Care 198

ShepHyken

NOVEMBER 5, 2018

Here’s Why Airlines DON’T Care About Customer Service by Kindra Cooper. CCW Digital) Airlines seem to be above reproach when it comes to poor customer service, and the average air traveler knows it. That may appear to be the case with some airlines, but I’ll argue that it’s not true for all.

Airlines 212

Airlines Customer Service Wireless Customer Experience 212

ShepHyken

OCTOBER 19, 2018

For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. AI-driven chatbots are being deployed more and more within customer support functions, but web personalization extends beyond just automated bots.

Customer Service 280

Customer Service Automotive Airlines Chatbots 280

Advantage Communications

OCTOBER 9, 2024

The airline industry is one of the most customer-centric industries, where every interaction matters—whether it's booking a flight, modifying a reservation, or managing a last-minute cancellation. This is the largest gap across all industries, highlighting a significant challenge for airlines in meeting customer expectations.

Airlines 52

Airlines outsourcing Customer Experience Business Process Outsourcing 52

Babelforce

NOVEMBER 4, 2021

With this in mind, it’s easy to see why you might want to add WhatsApp as a customer service channel. Offering Customer Support With WhatsApp. WhatsApp makes it easy for businesses to provide support via the platform. 6 Major benefits of WhatsApp for customer support. #1

Customer Support 98

Customer Support Contact center software Contact Center Interactive Voice Response 98

ShepHyken

DECEMBER 9, 2019

How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron. CMO) VP of customer support services talks through its latest customer technology transformation. 5 Ways Elite Brands Are Setting the New Standard for Customer Experience by Janelle Estes.

Airlines 136

Airlines Customer Service Customer centricity Call Center 136

CCNG

JUNE 14, 2023

I quickly called the airline to see what could be done to rectify the situation. Still after 10 years, I remember that conversation with that agent, and go out of my way to use that airline. In today's competitive market, providing an outstanding customer experience is more important than ever.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Fonolo

DECEMBER 10, 2020

And if I’m a new customer how do they treat customers that are already tied-in? Southwest Airlines. But that doesn’t automatically mean they’d drop: there are still two airlines in this year’s top-ten. Delta Airlines. VirginMedia #Sky #Broadband. Peter Atkinson (@PeBriAtk) December 9, 2020.

Airlines 162

Airlines Telecommunications Banking Wait times 162

CX Accelerator

NOVEMBER 26, 2019

To name a few, Jeremy Hyde stepped into a new role leading customer experience for Sun Country Airlines. Lauren Volpe took the helm as CXO at QuadPay, and Brittany Naylor joined Evernote as Manager of Customer Support. Erica Mancuso started a new job with nThrive, now working remotely for the first time.

Airlines 243

Airlines Contact Center Education Service level 243

TeleDirect

MARCH 15, 2025

In this blog, we will explore the advantages of US-based call center services , how they improve customer satisfaction and brand reputation, and why businesses should invest in domestic customer support for superior service delivery. US-based call centers are customer support and service centers located within the United States.

Call Center 62

Call Center First call resolution Healthcare Telemarketing 62

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Technology replacing humans. That’s what we all fear.

Contact Center 289

Contact Center Self service Banking Airlines 289

Working Solutions

SEPTEMBER 3, 2024

In the digital age, many companies are shifting to online communication as their main customer support channel. While this streamlines operations and cuts costs, eliminating phone support can deeply affect customer relations and business performance. In November 2022, the airline removed its […]

Airlines 52

Airlines Customer Service Customer Support Customer Experience 52

TeleDirect

DECEMBER 24, 2024

Omnichannel Customer Support What It Means: Omnichannel support ensures a seamless and unified experience for customers across all communication platforms, from social media and live chat to email and phone calls. Automate Notifications: Inform customers of updates, offers, or solutions before they reach out.

Customer Service 62

Customer Service Analytics Airlines CRM 62

Customer Service Life

AUGUST 1, 2022

Thinking back to the early days of my first management role in a small contact center, I can remember one day when a newly-hired customer support agent came over to my cubicle for what had to have been the twentieth time to ask me yet another question. I now refer to this concept as “internal customer support.”.

Contact Center 84

Contact Center Customer Support Engineering Airlines 84

Talkdesk

APRIL 28, 2020

Thanks to Talkdesk’s successful and rapid deployment, we are all safe and working from home now,” said Eduardo Correia de Matos, customer service director, TAP Air Portugal. TAP Air Portugal is a Star Alliance member and one of Europe’s most awarded and fastest-growing airlines, flying to 89 destinations in 34 countries across the globe.

Customer Support 64

Customer Support Airlines Cloud contact contact center solutions 64

Fonolo

OCTOBER 8, 2020

Fonolo created #OnHoldWith to spotlight customer woes and end hold time forever. Because the last thing we need in a global emergency is terrible customer support. When your customer service is unhelpful, you know you have a problem. I just want to redeem my airline credit. United Airlines. Delta Airlines.

Airlines 141

Airlines Banking Accountability Contact Center 141

CX Accelerator

NOVEMBER 26, 2019

To name a few, , Jeremy Hyde stepped into a new role leading customer experience for Sun Country Airlines. Lauren Volpe took the helm as CXO at QuadPay, and , Brittany Naylor joined Evernote as Manager of Customer Support. Erica Mancuso started a new job with nThrive, now working remotely for the first time.

Airlines 182

Airlines Contact Center Education Service level 182

CX Accelerator

NOVEMBER 26, 2019

To name a few, , Jeremy Hyde stepped into a new role leading customer experience for Sun Country Airlines. Lauren Volpe took the helm as CXO at QuadPay, and , Brittany Naylor joined Evernote as Manager of Customer Support. Erica Mancuso started a new job with nThrive, now working remotely for the first time.

Airlines 182

Airlines Contact Center Education Service level 182

ProProfs Blog

DECEMBER 27, 2018

Basically, it is a tool that aids customer support teams to track requests of end users and effectively resolve customer-care related issues. A help desk ticketing system, like ProProfs Help Desk , minimizes your customer support costs by up to 80%. Business Goal #4 – Customer Service.

SaaS 109

SaaS Airlines Customer retention Finance 109

Ian Jacobs

FEBRUARY 20, 2015

It is, therefore, no surprise that I care deeply about airlines' frequent flyer programs and track the changes to those programs as closely as baseball obsessives track star players' slugging percentages. Industry analysts travel--a lot. Instead, I log on to Flyertalk, a forum that bills itself as "the largest expert travel community."

Social media contact 63

Social media contact Airlines Customer Support CRM 63

ShepHyken

MARCH 20, 2023

So the question is, “Will ChatGPT replace the customer support agent?” We’ll here from an executive in the customer support industry. Vanishing Phone Customer Support is Driving US All Insane by Helaine Olen (The Washington Post) It shouldn’t be this hard to speak to a human. Did video kill the radio star?

Journey mapping 31

Journey mapping Agent burnout Customer Service Airlines 31

TELUS International

NOVEMBER 29, 2018

What's next for social media customer care? Experts from Alaska Airlines and Home Depot share their predictions.

Airlines 67

Airlines Customer Support Customer Care 67

Vcaretec

OCTOBER 8, 2020

Now, instead of going to bed, you have to call customer support to get things handled. Imagine how frustrated you would be if you called in only to hear a message that customer service hours are closed. When it comes to providing quality customer support, 24x7 service is incredibly important.

Customer Support 59

Customer Support Automotive outsourcing Telecommunications 59

Nicereply

OCTOBER 14, 2019

Depending on your industry, you might not have a choice about how accessible you make your support. I contacted Kelly Lynch, a customer support agent by day, and a stand-up comedian and disability advocate by night to help me learn more about how customer support teams can become more accessible to a wider range of users.

Customer Support 70

Customer Support Airlines Government Interactive Voice Response 70

ProProfs Blog

SEPTEMBER 20, 2019

Following a trip made from Chicago to Paris, Hasan Syed, one of the customers, was frustrated at British Airways’ inability to tackle the issue of lost luggage. Syed thus turned to Twitter and expressed his anger towards the airline. . After all, when a customer loses the luggage, they expect the issue to be resolved at the earliest.

Customer Service 102

Customer Service Airlines Gamification Customer retention 102

ProProfs Blog

AUGUST 19, 2020

Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . Now, it would be wrong to say that such a big airline company did not have a devised structure of customer service policies.

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

Fonolo

APRIL 25, 2019

Problem-Solving: Singapore Airlines. ICYMI: All airlines have what’s called a medical emergency clause. What’s particularly special about this customer service story isn’t that the clause was enacted, but rather the expediency and consideration with which it was done. Start the Car, Stop the Car: IKEA UK.

Airlines 104

Airlines Customer Service Contact Center Accountability 104

ProProfs Blog

FEBRUARY 22, 2019

They engage customers more as users than as buyers, shifting their investments from pre-purchase promotion and sales to post-purchase renewal and advocacy. For example, United Airlines offers United MileagePlus , a popular airline rewards program. The company offers miles on all Star Alliance flights.

Customer retention 123

Customer retention Airlines B2B CRM 123

SmartAction

FEBRUARY 22, 2024

In this incident with Air Canada , a customer seeking a bereavement discount for his flight, was informed by the airline’s chatbot that he could apply for the bereavement rate after purchasing his ticket. In my ebook, “ Frontier Airlines: A Year Without Phones – Could AI Have Saved the Day?”,

Chatbots 91

Chatbots Airlines Self service Technology 91

Fonolo

SEPTEMBER 19, 2018

And, as we’ve seen in now notorious cases (lest we forget the United Airlines incident ), it’s become a way for customers to size up and shout about serious blunders in customer service to an ever-growing court of public opinion. That being said: Social media platforms aren’t solely used for public brand-shaming.

Airlines 237

Airlines Education Chatbots Contact Center 237

Fonolo

APRIL 17, 2019

It was just last year that Air Canada was flying high after being named Best Airline in North America by Skytrax, an independent U.K. This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings.

Airlines 78

Airlines Transportation Contact Center Self service 78

Enghouse Interactive

JULY 29, 2020

Delivering this consistently means trusting and empowering your people, as this second case study from Alaska Airlines shows. #2: 2: A Case Study to #MakeMomProud: Alaska Airlines Decided that Employees Can Make It Right. Decision Intent: Let customer issue recovery be natural, human and right. We trust you. It just earned J.D.

Airlines 40

Airlines Chief Customer Officer Accountability Personalization 40

Fonolo

DECEMBER 13, 2021

They are followed closely by the airline industry, which incidentally swept our top ten list. These industries already have a bad rap for poor customer service, and their customers are not afraid to share their thoughts about the matter. I’ll fly another airline. Southwest Airlines. JetBlue Airways.

Airlines 91

Airlines Telecommunications Banking Contact Center 91

Kayako

DECEMBER 8, 2016

The statistics support this too: 59% of consumers like to tell others about new products. When companies give bad customer service, it looks bad on the company and often causes customers to leave and take their business elsewhere. Customer support teams strive for excellent service but what if they don’t deliver?

Customer Service 116

Customer Service Airlines Surveys Marketing 116