Beyond Philosophy

AUGUST 11, 2022

Bartlett wrote to me about a recent experience dealing with the United States Postal Service. When rescheduling a package that failed to deliver, a typo in the postal code ended up with him unable to use self-service, then spending half an hour trying to reach a human employee to remedy it. Big-name brands are blowing it, too.

Airlines 365

Airlines Calibration Self service Consulting 365

Kayako

MAY 13, 2022

In fact, 79% of US consumers say they have used a self-service portal for customer service, and 88% of customers expect companies to have self-service options. 65% use self-service channels because they like the convenience and don’t want to talk to agents or wait on hold to do simple routine tasks.

Self service 110

Self service Airlines Accountability Customer Care 110

Beyond Philosophy

MARCH 31, 2015

Are they technology centers, with increased reliance on self-service devices, speed, and with minimal customer interface? Or, like staying at a Ritz-Carlton, shopping at an Apple store, or flying Southwest Airlines. Banks can’t quite make up their minds about what branches are supposed to be.

Banking 310

Banking Airlines Self service Finance 310

ShepHyken

MAY 22, 2017

My Comment: Technology is changing the way we deliver customer service and support. Our customers are using self-service solutions, emailing, sending text messages, posting on Facebook and Twitter, etc. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier.

Airlines 207

Airlines Customer Service Self service Technology 207

Beyond Philosophy

SEPTEMBER 23, 2021

The flight attendant told me the airline was canceling the flight and wanted to let me know first because I had so many miles with the airline. Also, the airline had already booked me on another flight and wanted to allow me to get off the plane before they told anyone else. Something that has changed is digitization.

Airlines 273

Airlines Feedback Self service Best practices 273

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. Why not offer them additional support or services to make their journey easier?

Airlines 88

Airlines Chatbots Upselling Self service 88

ShepHyken

AUGUST 11, 2024

In short, the computer systems from United, American, Delta, and other major airlines went down, stranding and/or delaying travelers for days. BONUS Self-Service Customer Service: Key Capabilities and Strategies by Gartner (Gartner) Modern CX demands a self-service-first mindset.

Customer Service 213

Customer Service Self service Airlines Government 213

ShepHyken

MARCH 31, 2018

One of the best examples of a complaint that went viral was Dave Carroll’s YouTube video about when United Airlines broke his guitar. So, I went on Twitter and direct messaged American Airlines that I was going to miss the flight. In my American Airline example above, they didn’t ask me to switch to Facebook. Finish Strong.

Marketing 222

Marketing Customer Service Airlines Self service 222

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

Contact Center 289

Contact Center Self service Banking Airlines 289

Aspect

JUNE 29, 2017

When it comes to customer service departments, few industries underwhelm on an annual basis quite like the airline industry. In fact, despite several recent PR missteps, the airline industry just had its highest rating ever bestowed on it by the American Customer Service Index. The bad news?

Airlines 79

Airlines Interactive Voice Response Customer Service Self service 79

Inbenta

MAY 14, 2021

GOL, a brasilian airlines who has been a customer of Inbenta since 2016 , has launched new features to enhance the capabilities of GAL, the airline’s virtual assistant, on WhatsApp. It has already generated interest from other airlines, including international ones. WhatsApp chatbot and check-in.

Airlines 99

Airlines Chatbots Call Center Management 99

ShepHyken

MARCH 10, 2024

My Comment: A self-service experience falls under at least two categories. The first is a self-service solution that simplifies the experience, allowing the customer to resolve their problems, find answers to their questions, etc. When you hear the words “surge pricing,” companies like Uber come to mind.

Customer Service 206

Customer Service Airlines Self service Customer Experience 206

Answer Dash

MAY 14, 2018

Customer Service Add-On Back when I was in college I worked at a self-service gas station. I’m probably dating myself, but this was at a time when gas stations were just converting over from full-service to self-service. We’re self-service, you know.” No, we collected the money on the drive.

Self service 77

Self service Customer Service Airlines Technology 77

Vonage

APRIL 25, 2016

This was at the time when gas stations were converting from full-service to self-service. These early self-service stations did not have the advanced technology as those of today. We’re self-service, you know.”. Almost immediately, an airline employee appeared to help me.

Self service 74

Self service Customer Service Journey mapping Airlines 74

Beyond Philosophy

DECEMBER 28, 2023

Suppose you are at an airport, the airline cancels your flight, and you sit in a call center queue. That means when the AI realizes the airline canceled the flight, it will push out the options before you even have to ask. It can also eliminate frustration and stress when traveling. If it comes from a human, then great.

Airlines 221

Airlines Self service Call Center Personalization 221

Toister Performance Solutions

OCTOBER 15, 2019

We've all experienced a self-service fail. while using the self-checkout lane at the grocery store. Self-service is fine when it works, but it often doesn't. Studies have found widespread theft among self-checkout customers at grocery stores. Perhaps you've found yourself yelling "Human! into a phone.

Self service 77

Self service Airlines Banking Personalization 77

CCNG

JULY 3, 2024

Interactive voice recognition (IVR) systems empower customers to navigate menus and resolve queries effortlessly, enhancing self-service capabilities and reducing wait times. Recently, we helped a leading low-cost European airline leverage the power of analytics, and improve CSAT by 18%.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

ShepHyken

APRIL 24, 2020

Customers : Know that contacting customer service is going to take longer, especially with hard-hit companies like?hotels hotels and airlines. Companies : Many organizations are facing the double whammy of increased customer service volumes and potentially fewer staff. Now is the time to double down on self-service.

Customer Service 150

Customer Service Airlines Self service Entertainment 150

Peter Lavers

MARCH 17, 2015

Budget airlines have founded their business models on agility and easy self-service automation. Workflows and technology must be operating in real time, backed with effective collaboration and fast test and learn procedures piloted in centres-of-excellence.

Customer Experience 222

Customer Experience Journey mapping Airlines Customer effort 222

ShepHyken

DECEMBER 10, 2021

No single service works perfectly all the time, but it’s important to plan for hiccups so that when customers encounter an issue or have a question, you can address it quickly. Look at the travel industry. It’s full of many customers lured in by loyalty programs.

Entertainment 213

Entertainment Airlines Personalization Self service 213

Beyond Philosophy

MAY 21, 2020

When airports first installed self-check-in kiosks, I used to eye them from the check-in line and think, “I don’t know that those will work adequately,” and carried on waiting in the queue. However, the airline was on to me, and they disrupted by habitual behavior. So, being British and polite, I tried it. Look for unmet needs.

Airlines 300

Airlines Consulting Consulting Government 300

Zappix

NOVEMBER 25, 2024

Delivering Seamless Self-Service Options Customers love convenience. Digital engagement platforms provide self-service tools that empower customers to solve problems or complete transactions independently. Proactive Communication and Notifications Keeping customers informed is key to maintaining their trust and loyalty.

Interactive Voice Response 52

Interactive Voice Response Airlines Chatbots Self service 52

ijgolding

DECEMBER 11, 2014

Airlines of Europe beware!! If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in ‘budget’ air travel as Ryanair or Easyjet. Norwegian is an airline that has been in existence since 1993. I flew with Norwegian for the first time this week. 11th December 2014.

Airlines 110

Airlines Customer Experience Self service Personalization 110

SmartAction

FEBRUARY 22, 2024

Recent headlines, like the issues faced by Air Canada with its website chatbots, spotlight a critical junction in this journey: the choice of a self-service provider. Airline staff informed him that the discount would not be applied, a discrepancy that led to significant distress and eventually, a legal battle.

Chatbots 91

Chatbots Airlines Self service Technology 91

HGS

OCTOBER 30, 2014

Secondly, many consumers want to self-serve to complete their transactions. Think about the last time you booked an airline ticket or placed an order for a product. Self-service platforms are gaining in popularity because they allow consumers to take control of solving their own problem.

Telecommunications 130

Telecommunications Airlines Self service CRM 130

Fonolo

JULY 18, 2019

These five customer service faux pas will not only make your organization seemed outdated, but ultimately harm your customer relationships. Limited Self-Service Options. Now and then, the airline industry’s inclination to automate everything, eradicating customer service interactions in the process, backfires.

Customer Service 126

Customer Service Self service Healthcare Airlines 126

Beyond Philosophy

NOVEMBER 19, 2022

If organizations hadn’t moved us to these efficient and easy ways to simplify these tasks, we might still be making small talk with the airline employee or licking envelopes. Another area where some customers might have not realized was a benefit to them is Self-Service , particularly at the supermarket.

Airlines 150

Airlines Self service Consulting Consulting 150

Aspect

JUNE 4, 2020

For example, healthcare and government organizations observed a surge in customer demand for service while retailers, airlines and hospitality firms saw a significant drop in demand due to related lockdown measures. The most recent and relevant example of such sudden changes impacting organizations is the COVID-19 pandemic.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

Babelforce

FEBRUARY 4, 2021

And that’s why you need self-service. Among millennial consumers, as many as 70% favour self service. In this post: The business benefits of self-service options Do consumers want self-service options? What are the best self-service channels? And happy customers stay put! #2

Self service 52

Self service Customer Support Chatbots Interactive Voice Response 52

The Petrova Experience

DECEMBER 29, 2020

Our 5th 2021 customer experience trend highlights contactless and self-service experiences across industries. Before we dive into this topic, let’s take a moment to define what contactless and self-service mean to us. What is Self Service? To begin, let’s define self-service.

Self service 45

Self service Airlines Healthcare Transportation 45

ShepHyken

MARCH 7, 2022

Bob shares his story about losing his temper with an airline employee who eventually fixed a problem in under a minute. Good customer service can help your content strategy. The author includes seven ideas that range from the importance of self-service solutions to creating content for your website that customers relate to and more.

Customer Service 33

Customer Service Airlines Advertising Upselling 33

Toister Performance Solutions

MARCH 27, 2018

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Self-service technology is everywhere these days. That's because self-service doesn't always work as intended.

Self service 48

Self service Advertising Airlines Accountability 48

Outsource Consultants

SEPTEMBER 14, 2021

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. That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

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

Vonage

DECEMBER 18, 2018

Contrast that with a 30-minute delay with another airline, accompanied with frequent, useful communication and a voucher for the inconvenience. Which airline are you likely to choose going forward? The self-service model is going to prevail. The perfect storm for an unhappy customer. It’s a no brainer.

Customer Experience 101

Customer Experience Customer Service Airlines Banking 101

ProProfs Blog

AUGUST 28, 2020

In his recent podcast with Ronn Torossian – Crisis Management and Customer Experience , Shep Hyken discusses the example of United Airlines. Hyken expresses how such incidents lower “our expectations of airlines.” Accurate Information Via Self-Service. Watch: How to Create a Self-Service Knowledge Base .

Self service 157

Self service Feedback Airlines Metrics 157

Toister Performance Solutions

MAY 7, 2020

Confusing or broken self-service options. Write self-service articles in plain language Many self-service articles are poorly written or contain excessive industry jargon that make them difficult for customers to read and understand. Forcing customers to switch communication channels to get help.

Customer Service 111

Customer Service Self service Wireless Advertising 111