aircall

MARCH 5, 2021

For example, Uber has partnered with airlines to simplify the door-to-door travel process, opening up new markets for both brands and serving both of their customers better. With the Uber/airline partnership example, it’s much easier for a customer to call an Uber rather than arrange for a car rental or other type of transportation.

voip 62

voip SaaS Airlines Transportation 62

COPC

JULY 20, 2023

Often, in consulting engagements, we are asked questions such as: “Is 80/20 the right service level for me, as I heard that was the industry standard?” As an illustrative example, think of phoning an airline. This is critical to consistent levels of service throughout the months and days.

Service level 68

Service level Abandon rate contact center workforce Contact Center 68

delighted

DECEMBER 17, 2019

Let’s take a look at root cause analysis in action with a real-world example: When a popular airline saw a gap between on-time departures and what customers thought about the punctuality of their departures, they knew something didn’t quite add up. The airline didn’t stop there. Q: Why are our delay communications so bad?

Customer Experience 40

Customer Experience Airlines Feedback Surveys 40

Eptica

MARCH 8, 2016

Secondly, at the end of interactions companies can now collect feedback on how the transaction went through consumer surveys , based on industry standard Customer Satisfaction (CSAT) and Net Promoter Score (NPS) metrics. This will speed up the process of responding to the consumer’s query.

Multichannel 50

Multichannel Customer Service Airlines CRM 50

8x8

FEBRUARY 6, 2019

Herb Kelleher, the iconic leader of Southwest Airlines made an insightful statement about strategic plans: “We have a strategic plan. It’s called doing things.”. We couldn’t agree more with this sentiment. Provides voice-of-the customer insights for 100% of calls. Workforce management. Improve staffing efficiency.

Analytics 48

Analytics CRM APIs Contact Center 48

Fonolo

JULY 5, 2023

Communicate better internally This is an often-overlooked key issue for bigger, complex businesses such as airlines. What industry do you work in?” They’ve become an industry standard, which helps because customers know how to answer them quickly. These are a major cause of frustration for customers.

Surveys 104

Surveys Brand ambassadors Sales Advertising 104

Up Your Service

AUGUST 8, 2018

For instance, Singapore Airlines has this slogan: “Service even other airlines talk about.” Expected – This is average, industry standard. KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” The important thing is: is it engaging? You’re late.

Airlines 53

Airlines Education Scripts Personalization 53