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. Simply put: nobody wants to wait nearly eight hours for a response to their complaint in the lightning-fast world of social media. Regardless of social media channel, reaction time is paramount.

Marketing 217

Marketing Customer Service Airlines Self service 217

Real Blue Sky

MAY 31, 2023

Gather data: Collect customer feedback, look at customer interaction data, and get insights from sales teams or customer service reps. For example, they found that customers were frustrated with the long lines during peak hours, so they introduced a digital ordering system to reduce wait times.

Journey mapping 52

Journey mapping Airlines Customer Experience Customer centricity 52

Real Blue Sky

MAY 31, 2023

Gather data: Collect customer feedback, look at customer interaction data, and get insights from sales teams or customer service reps. For example, they found that customers were frustrated with the long lines during peak hours, so they introduced a digital ordering system to reduce wait times.

Journey mapping 52

Journey mapping Airlines Customer Experience Customer centricity 52

360Connext

APRIL 28, 2017

My favorite metric was how they determined the incredible results of reducing wait time. So Comcast made dramatic efforts to improve the wait times and engaged their employees in the field to help. The result of reducing YEARS off the wait time for one region illustrates the power of customer experience!

Airlines 77

Airlines Wait times Metrics Morale 77

Lumoa

SEPTEMBER 11, 2023

Consider the following scenario: A customer learns a new airline will be operating flights in their city. Their customer experience will begin long before they board their first flight with the new airline. Connect with your existing customer base through surveys and feedback forms.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83

Lumoa

SEPTEMBER 11, 2023

Consider the following scenario: A customer learns a new airline will be operating flights in their city. Their customer experience will begin long before they board their first flight with the new airline. Connect with your existing customer base through surveys and feedback forms.

Customer Experience 83

Customer Experience Airlines Metrics Feedback 83

Netomi

APRIL 7, 2023

With an ever-expanding customer base, WestJet’s Chief Digital and Innovation Officer Alfredo Tan realized that the airline needed to embrace innovation whole-heartedly in order to keep up with customer expectations for personal and convenient support. A lot of this love grows from the airline’s top-notch customer service.

Customer Service 52

Customer Service Airlines Customer centricity Banking 52

SharpenCX

APRIL 8, 2020

Proactively serving up helpful info in your IVR – like disclosing excessive wait times – prevents queue overflow and pointless agent interactions. Deliver microlearning lessons and in-line feedback to your agents’ queues, so they never miss the pointers they need to get them back on track. Do customers misunderstand your IVR?

Best practices 84

Best practices Call Center Interactive Voice Response Customer Experience 84

Lumoa

JUNE 14, 2023

Whether that’s because of long wait times, an unfriendly attitude from staff, or a slow resolution of their issues – customers are increasingly becoming more and more intolerant of sub-par customer service. To illustrate, let’s take the example of United Airlines’ reputation crisis.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

PeopleMetrics

OCTOBER 25, 2017

Measuring customer feedback is the first step to measuring up to your customers’ expectations. Whether you’re an advanced scorecard-driven enterprise or just beginning to think about CX, the most important thing to do is to start actively listening and measuring your customers’ feedback. Time to set new customer experience goals.

Customer Experience 122

Customer Experience Customer centricity Government Enterprise 122

REVE Chat Blog

APRIL 15, 2020

Collect customer feedback & information. Long queue times scare away the customers. The Retail Executive Survey found out that businesses lost 75% of customers due to waiting times. Chatbot solution is the best for providing real time sales and support assistance for simple queries. 24×7 availability.

Chatbots 63

Chatbots Customer Service Interactive Voice Response Airlines 63

ProProfs Blog

AUGUST 8, 2019

Southwest Airlines. Menu problems have to lead to issues like: Drive through wait-time increased to three minutes and ten seconds. Wait time becoming intolerable. Get Detailed Feedback. Your services can also become more flexible once you learn how to get detailed feedback and act upon them.

Customer Service 76

Customer Service Airlines Feedback Sales 76

JustCall

MARCH 23, 2023

Aspects to consider when choosing an IVR system Response time: An IVR system should respond quickly, sound crisp and expedite the process. Customer feedback channel: IVR systems collect customer interaction data from the conception of a call. This can help a business identify user behaviors and requirements.

Interactive Voice Response 98

Interactive Voice Response Self service Abandon rate Telemarketing 98

Quiq

JANUARY 2, 2023

Here are a few ways real-time support increases customer satisfaction: Customers get quick solutions. Waiting 1–3 business days for an answer to a simple question is frustrating. What if a customer is buying airline tickets as a last-minute holiday gift, but they’re not sure if the tickets are transferable?

Chatbots 65

Chatbots Airlines Wait times Best practices 65

NICE inContact

JUNE 14, 2016

Earlier this year I had an issue with an airline so, as many of us would do, I called them. I was greeted with an automated message telling me that the wait time is expected to be 90 minutes. Within minutes of my tweet I got a response from a competing airline, inviting me to start flying with them.

Customer Service 51

Customer Service Airlines Contact Center outsourcing 51

ijgolding

MARCH 31, 2017

If you have been a follower of my writing for some time, you will know that I am no stranger to air travel! Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. In fact, one of my most read posts is a review I conducted in 2014, comparing the airlines Emirates and Etihad.

Customer Experience 65

Customer Experience Airlines Wait times Call Center 65

JustCall

MARCH 23, 2023

The IVR setup helps you handle huge call volumes without putting customers through a long waiting time. From real estate to airlines, the IVR call in process is an important part of your customer support. Airline Companies Conversational IVR is central to airline customer service. You wouldn’t want that right?

Interactive Voice Response 52

Interactive Voice Response Real estate Call flow Scripts 52

SharpenCX

JANUARY 14, 2020

Sit down with each agent for 1:1s to open the door for feedback. Internet and cable providers and airlines top my list. We set our expectations low any time we have to interact with these brands. When I go to the airport, I prepare myself for long wait times, inefficiencies, crowded planes. And guess what?

Call Center 76

Call Center Customer Service Morale Finance 76

Netomi

FEBRUARY 21, 2024

Post-departure, they assist in gathering feedback, managing follow-ups, and maintaining engagement, which is vital for customer retention. The airline achieved an impressive 87% resolution rate of customer issues with no human intervention. Chatbots offer guests an immediate channel for expressing their needs and feedback.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

Fonolo

APRIL 10, 2018

There was no mechanism to enforce standards, to weed out junk, or to empower collective user feedback. Think of the companies who are the exemplars of customer service: Zappos, Virgin Airlines, etc. How much wait time is acceptable? This isn’t the first attempt at aggregating feedback on customer service.

Customer Service 57

Customer Service Contact Center Airlines Call Center 57

REVE Chat Blog

APRIL 22, 2020

Customers have abundant choices to share their feedback and complaints with you across various channels. When was the last time you actually listened to what customers were saying — and addressed their complaint in broader terms with your customer service team? Offer consistent support across multiple channels. Tutorials .

Omni-channel support 58

Omni-channel support Chatbots Airlines Feedback 58

Hero Digital

JANUARY 16, 2019

They want to shop for doctors and hospitals the same way they would buy any item ranging from a book on Amazon to a Delta Airlines ticket. To understand customer motivations and pain points, use both qualitative and quantitative research techniques to gain their feedback. Joining the Customer Experience Revolution.

Healthcare 49

Healthcare Airlines Wait times Analytics 49

REVE Chat Blog

OCTOBER 16, 2019

Last year United Airlines had a brand crisis, in which $1.4 Reduce wait time – Longer queue time is one of the main reasons why customers might leave your website. Listening helps to figure out what exactly your customers want, their opinions, feedback, etc. . Collect and implement customer feedback.

Customer Service 60

Customer Service Chatbots Best practices Feedback 60

Netomi

JANUARY 5, 2022

Our favorite content from Colin : How to Manage Customer Wait Time: The Best Tips From Great Companies. Why This is a Great Time to Change Your Customer Habits. Evan has completed assignments for marquee clients such as American Express, Southwest Airlines, FM Global, IBM, Dupont, BlackRock, E*Trade, etc. Dan Gingiss.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Pointillist

OCTOBER 22, 2018

Use AI-based Text Analytics to Analyze Customer Feedback. A large quantity of unstructured text-based customer feedback today goes unanalyzed because it is tedious to mine text data. Also, my public comments carry far greater impact than my private NPS feedback. Airline X never responded to my complaint. Emotion AI. “By

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40

Toister Performance Solutions

JULY 30, 2019

For example, we learned through guest feedback that people had a hard time finding the WiFi password. That's not always feasible, so here's what else you can do: Post response time expectations on your website's contact page Use an auto-response to tell customers when you'll respond to an email or text. So we updated it.

Management 54

Management Advertising Airlines Wait times 54

JivoChat

APRIL 1, 2021

The high open and click-through rates happen because personalized timing is as important as personalized content. Leaving customers to wait for feedback or a follow-up could potentially be damaging to a business. When you get customer feedback and apply or respond to them, the customer feels invested in your brand.

Chatbots 52

Chatbots Personalization Best practices Multichannel 52

REVE Chat Blog

DECEMBER 5, 2019

It uses the latest in AI and Natural Language Processing (NLP) to understand the user query and fetch the relevant information from possible sources, in zero waiting time. Customers can get the information by conversing with Eva in human language instead of searching, browsing, clicking buttons or waiting on a call.

Chatbots 70

Chatbots Real estate Healthcare Banking 70

Comm100

DECEMBER 22, 2016

Get Onboard： Review your customer feedback from 2016 to see which touchpoints can be improved to create a more consistent customer service experience across the board. To do this, have a look at customer service feedback surveys and reports from different channels. Source: Multichannel Merchant. AI Will Take a Back Seat.

Customer Service 34

Customer Service Benchmark Multichannel CRM 34

Comm100

AUGUST 23, 2018

This reduces wait time and empowers agents to become specialized in more advanced queries. airline to offer customer service through video chat. Once they are face-to-face with a customer service representative, these customers can perform operations such as change a flight, share feedback , and more. Delta and Wynn.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40