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 83

Contact Center Customer Support Engineering Airlines 83

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

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

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

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

ShepHyken

FEBRUARY 26, 2018

Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. Managing the Fragile Customer Experience by Laurent Bride. by Scott Kendrick.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

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 177

Airlines Customer Service Customer centricity Call Center 177

ShepHyken

DECEMBER 4, 2020

Let’s take an airline that invests in a paid facial recognition fast track experience at the security checkpoint. If this airline has primarily leisure travelers (i.e. If this airline has primarily leisure travelers (i.e. Wrong Customer Experience.

Customer Experience 356

Customer Experience Airlines Customer centricity Surveys 356

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

MAY 29, 2017

My Comment: What United Airlines scandal! The day or two after the scandal where a United Airlines passenger was physically and brutally removed from the plane, the stock plummeted and United lost almost a billion dollars in value. One analyst explains why. Well not even two months later the stock is up 11% and touched a new high.

Airlines 244

Airlines Customer Service Chatbots Customer Care 244

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

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 205

Airlines Customer Service Wireless Customer Experience 205

CSM Magazine

DECEMBER 14, 2022

The evolution of technology and consumer expectations has made the notion of 9-5 customer service somewhat outdated, and digital strategies will play a key role in modernising a business’ approach to customer communication and improving the experience.

Airlines 52

Airlines Call Center Chatbots Wait times 52

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

Help Scout

MARCH 24, 2019

At first glance, the concept of “human-centered customer support” might appear somewhat redundant. Of course people are at the center of customer support. People are buying products; other people are supporting them. Clearly not every company that offers customer support centers humans in their delivery of it.

Customer Support 40

Customer Support Airlines Customer Service Customer Experience 40

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

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

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

Babelforce

FEBRUARY 4, 2021

I went through all their FAQs and support videos. She nods again and asks: ‘ Did you call their customer support line?’. Are you going to have 10% more customers in a year? Then you need 10% more customer support capacity. I deleted it and downloaded it a second time. She nods sympathetically. ‘I

Self service 52

Self service Customer Support Chatbots Interactive Voice Response 52

Mindtouch

MAY 8, 2018

It is tempting to design a support process around what we, as a business, need rather than what our customers want and expect. The truth is, the customer support experience tends to color a customer’s perception. It can have a lasting impact on customer loyalty , buying behavior, and future customer interactions.

Customer Support 48

Customer Support Wireless Airlines Self service 48

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 Chatbots Education Contact Center 237

Netomi

MARCH 27, 2022

Companies often take a pulse after key milestones in the customer lifecycle. For example, after a first purchase, prior to the renewal or following customer support interactions. In Economy airline travel , there’s no expectation for a glass of champagne before takeoff. Improve your customer satisfaction.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

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 279

Customer Service Automotive Airlines Chatbots 279

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

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

Fonolo

DECEMBER 11, 2019

Tellingly, this year’s list indicates that brands are still leaving their customers hanging by forcing them to wait on hold. Lessening hold times should be a priority, as it will no doubt grow customer loyalty and faith in brands. More tweets were sent about them than Verizon(#2) and United Airlines(#3) combined.

Airlines 67

Airlines Telecommunications Wait times Banking 67

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

CSM Magazine

JUNE 8, 2023

On the off chance a package isn’t delivered or the wrong item shows up, Amazon’s return policy is customer-friendly and provides prepaid return labels for most products. And with customer support available 24/7, it’s a breeze to reach service representatives over the phone, via email, or using live chat.

Customer Service 52

Customer Service Airlines Customer retention Feedback 52

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

Fonolo

AUGUST 20, 2020

With almost all flights cancelled, airline customer support departments were inundated with customers seeking refunds and cancellations. Finding that they were unable to get in touch with support to cancel their flights or get information, easyJet’s customers quickly turned to Twitter to vent their frustration.

Airlines 75

Airlines Call Center Customer Support 75

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 243

Airlines Contact Center Education Service level 243

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.

Customer Service 104

Customer Service Airlines Contact Center Accountability 104

Global Response

JANUARY 9, 2023

Southwest Airlines. If you’ve spent any time traveling—or talking to people who do—you’ll notice that Southwest Airlines has a sizable following, a rarity for airlines. The answer comes back to exceptional customer service. Speaking of customer data, it’s important to gather the right data and track the right metrics.

Airlines 62

Airlines Customer centricity Feedback Metrics 62

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

Inbenta

JUNE 30, 2021

Gol Airlines. In a world where social distancing is still somewhat present, many companies have decided to take a step forward and implement automated customer interaction solutions to deal with the huge amount of customer support requests. . Gol Airlines. Contents: Introduction. TravelClub. Benefit Cosmetics.

Chatbots 105

Chatbots Airlines Healthcare Self service 105