ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof. Finish Strong.

Marketing 217

Marketing Customer Service Airlines Self service 217

ShepHyken

JUNE 6, 2018

I notice the same type of behavior happens with airlines and hotels. It’s easy to spot the frequent traveler by the way they are treated by airline and hotel employees. So, it appears that frequency might warrant a better customer experience. The same might go for how much a customer spends.

Airlines 240

Airlines Customer Service Personalization Customer Experience 240

ShepHyken

FEBRUARY 28, 2020

If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. I give them customer experience tips and insights, not the other way around.”. Read Shep’s latest Forbes article: Do Airline Passengers Have The Right To Recline?

Airlines 288

Airlines Sales Employee engagement Customer Experience 288

ShepHyken

JANUARY 18, 2019

It’d be like getting on an airline that’s committed to a great in-flight experience, but the pilot’s messages can only be 30 seconds in length, flight attendant interactions are limited, and you have a brief survey at the end asking how your peanuts were. Would you consider that a great customer experience?

Customer Experience 232

Customer Experience Airlines Average Handle Time Contact Center 232

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

CSM Magazine

JANUARY 16, 2023

As Frontier Airlines embarks on its first full year of a digital-only strategy, James O’Hare, MD of LINK Mobility , looks at whether it’s right for every business. . At the end of last year, Frontier Airlines announced it was moving to a digital-only customer service model. Delivering empathetic care can’t be done by a bot.

Airlines 52

Airlines Chatbots Calibration Self service 52

ShepHyken

MARCH 24, 2017

Suddenly, each airline had its own website, with its own esoteric booking system, full of opaque requirements and mandatory fields. Add in the confusing multitude of airline ticket aggregators and obscure credit card rules, and you have a recipe for a headache. Then the internet arrived with its promise of increasing efficiency.

Customer Experience 228

Customer Experience Airlines Chatbots Personalization 228

ShepHyken

AUGUST 10, 2016

Other industries, such as the airlines and cell phone service providers are doing their best to improve. First, you have to know that customer’s expectations are higher than ever. We teach the customer what good service is when we tout our awards and make promises. Unfortunately, businesses can let their customers down.

Airlines 215

Airlines Government Customer Service Customer Experience 215

Interactions

APRIL 29, 2022

According to an article in the Wall Street Journal , “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according to the recruitment platform.”. Travel and Hospitality.

Airlines 62

Airlines Wait times Contact Center Advertising 62

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

ShepHyken

APRIL 21, 2017

Read Shep’s latest Forbes Article: United Airlines Debacle Teaches Valuable Social Media Customer Care Lesson. Dianna Booher works with organizations to help them communicate clearly and with leaders to expand their influence by a strong executive presence.

Airlines 212

Airlines Customer Care Engineering Accountability 212

Connecting the Dots

DECEMBER 19, 2019

My exhibit A is the airline safety video. Then, airlines started making them funny. Even stodgy United Airlines did visual puns with kangaroos. The post Video – The Key to Successful Customer Education appeared first on Customer Care Measurement & Consulting (CCMC).

Education 62

Education Airlines Consulting Consulting 62

The Northridge Group

NOVEMBER 30, 2021

Customer pain points are also pain points for customer service associates. The associates in the airline contact centers get stressed anticipating the angry calls they are going to receive. The post Improving Customer Experience by Empowering A Compassionate Workforce appeared first on The Northridge Group.

Customer Experience 141

Customer Experience Airlines Coaching Finance 141

Skybridge

APRIL 6, 2020

America’s biggest companies are racing to overhaul customer-service operations that are ill-equipped to have employees working from home amid a pandemic. Some companies ask that customers manage their issues online or suggest that they hold off on seeking assistance altogether. Skybridge Americas. bmatthews@skybridgeamericas.com.

Airlines 76

Airlines Wait times Call Center Banking 76

Kayako

MAY 13, 2022

Are you ready to provide fast and responsive customer care? Build a Help Center so easy to use, it becomes your customers’ go-to. What Is Customer Self-Service? Customer self-service is exactly what it sounds like – making it easy for customers to help themselves. Discover Kayako Self Service.

Self service 110

Self service Accountability Airlines Customer Care 110

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. The components of a business case include: Goals and objectives for the social customer care initiative.

Airlines 45

Airlines Customer Service Customer Care Metrics 45

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. The software enables you to track, handle, and resolve customer queries effectively. It helps to streamline customer support process; making your agent’s life easy.

SaaS 109

SaaS Airlines Customer retention Finance 109

Skybridge

MARCH 30, 2020

America’s biggest companies are racing to overhaul customer-service operations that are ill-equipped to have employees working from home amid a pandemic. Some companies ask that customers manage their issues online or suggest that they hold off on seeking assistance altogether. Skybridge Americas. bmatthews@skybridgeamericas.com.

Call Center 59

Call Center Airlines Customer Service Wait times 59

Connecting the Dots

DECEMBER 19, 2019

My exhibit A is the airline safety video. Then, airlines started making them funny. Even stodgy United Airlines did visual puns with kangaroos. The post Video – The Key to Successful Customer Education appeared first on Customer Care Measurement & Consulting (CCMC).

Education 62

Education Airlines Consulting Consulting 62

ShepHyken

AUGUST 14, 2017

Will AI Replace Humans In The Customer Service Industry? Forbes) On the heels of several recent high-profile customer service debacles in the airline industry, it’s clear that how you treat your customers can make or break your company and its reputation. by Tiago Paiva.

Customer Service 198

Customer Service Airlines Customer Experience Technology 198

Natalie Petouhof

AUGUST 13, 2015

Operationalizing Social Customer Care on Twitter. One way to operationalize a brand’s ability to track and interact with Customer Service and Twitter is to consider Twitter’s new data and functionality to create improved and transformative customer service solutions for brands.

Customer Service 91

Customer Service Airlines Customer Care Average Handle Time 91

CSM Magazine

AUGUST 22, 2019

We all have at least one thing in common – we’re passionate about Customer care. The Summit provides a space for us to learn best practices from each other and about new technologies from sponsoring vendors.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

Aspect

APRIL 17, 2018

It turns out when she made her reservation, she missed a number, maybe it was a letter… Regardless, the number she provided to the airline was incorrect. Her next call was to the airline. The airline was busy. She was then connected with a live agent. The IVR told her she could expect a 42-minute wait.

Interactive Voice Response 62

Interactive Voice Response Airlines Customer Experience Self service 62

ShepHyken

OCTOBER 19, 2018

Clothing outlets will be able to suggest certain sizes and colors — and let customers re-order their favorite pair of shoes as soon as they walk inside (and it will not require any human interaction).

Customer Service 276

Customer Service Automotive Chatbots Airlines 276

ShepHyken

SEPTEMBER 22, 2017

The location he writes about is a great example of how to provide an Amazing customer experience! – Shep Hyken. When you think of terrible customer service, what types of companies come to mind? You may be thinking utility companies, budget airlines, wireless carriers or shipping companies.

Wireless 202

Wireless Government Entertainment Airlines 202

Interactions

JANUARY 29, 2019

We’ve talked about how to choose the right technology for your customer care strategy and how an automated customer care solution can take your customer experience to the next level. One of those solutions, conversational AI, is becoming quite a buzzword in the customer care industry.

Finance 48

Finance Airlines Customer Care Chatbots 48

ShepHyken

FEBRUARY 1, 2017

Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. And it may not be a computer glitch, but a weather problem that causes airline delays.

Airlines 239

Airlines Customer Service Accountability Customer Care 239

NICE inContact

OCTOBER 4, 2019

Now what would be really cool — the holy grail of real-time social customer care — would be if you got a response while you were still in the store. In a desperate attempt to make the connection, you tweet your airline #pleasewait! And what if you are on the move, without laptop access and in a hurry to catch a flight?

Airlines 55

Airlines Benchmark Metrics CRM 55

Fonolo

JANUARY 23, 2023

For 2022, we’ve sifted through the data, and here’s what we found: Airlines account for 35% of all tweets complaining about hold time. In fact, airlines dominated our top 10 list, which just goes to show how customer service can make or break the public’s perception of your brand. Bags still missing after 8 days.

Airlines 132

Airlines Telecommunications Accountability Government 132

Vcaretec

JULY 27, 2020

For a lot of customers, customer service reps become the face of an organization, and are often the only people clients interact with directly. For this reason, many businesses choose to outsource their support to customer care specialists who are specifically trained in empathy, de-escalation, and problem solving.

Call Center 52

Call Center outsourcing Airlines Education 52

The Petrova Experience

NOVEMBER 22, 2023

At the recent Wall Street Journal The Future of Everything: The Future of Travel Festival , the head of Turkish airlines, Fatih Durmaz, captured the current spirit of travelers well. But group travel is not only a logistical concern and enhancement opportunity for airlines. This speaks to the wholehearted traveler across generations.

Transportation 52

Transportation Airlines Marketing Technology 52

Nicereply

AUGUST 24, 2021

Although it is still in a limited public preview, WhatsApp Business API has attracted companies such as Uber, Booking.com, and Singapore Airlines. Automated features free up agents to handle more complex issues, providing a better customer service experience. Suitable For. WhatsApp Business App. Small businesses. Free to download.

Customer Service 59

Customer Service APIs Airlines Chatbots 59

Chad Schaeffer

JUNE 17, 2013

I often write about how big companies can improve their customer care in social media and I got to thinking perhaps some of you would be interested to know how to complain or ask a question of those brands on Facebook or Twitter. A few days ago I posted a comment on the Delta Airlines Twitter account. Interested? Pretty cool!

Airlines 54

Airlines Customer Care Interactive Voice Response Accountability 54

Win the Customer

NOVEMBER 14, 2016

It’s also a great way to show others that your brand cares about them. So, which companies do social customer service right? No list of companies that get customer service on social media is complete without mentioning the American airline JetBlue.

Customer Service 145

Customer Service Airlines Marketing Banking 145

TechSee

JULY 24, 2018

Visual communication creates intimacy and strengthens the connection between the organization’s representative and the customer, turning it into an interaction between two fellow human beings. Visual engagement has been proven to be a transformative medium for providing customer care.

Customer centricity 104

Customer centricity Technology Enterprise Airlines 104

Revation Systems

JANUARY 12, 2018

In the increasingly tech-savvy world various industries find themselves in, these tools are crucial to maintaining customer engagement and satisfaction. According to an Ovum study , just two years ago 25 percent of consumers reported to use 1 to 2 channels when seeking customer care, and 52 percent of consumers used 3 or 4 channels.

Contact Center 48

Contact Center Call Center Multi-channel support Banking 48

Chad Schaeffer

SEPTEMBER 12, 2014

A close third is the Airline industry. The speed of response offered in social care vs traditional channels can make the difference between getting a flight home for a child’s soccer game or having to miss it! Interesting that a particular airline is missing from the list. Let’s face it, travel is stressful.

Airlines 48

Airlines Customer Service Banking Contact center software 48