Airlines Multi-Channel Self Service Social Media 
Eptica
JANUARY 24, 2018
High profile CX issues, such as those suffered by United Airlines , BA and Uber all demonstrate the impact that a poor experience has on reputation and revenues. And as more routine interactions are automated through self-service and chatbots , queries are becoming more complex and time-consuming to answer.
Bold360
OCTOBER 20, 2016
Word of mouth or social media sharing are some of the most powerful ways to get new business. The right online chatter by a satisfied customer on a large Facebook group, or a well-timed tweet from a prolific Twitter user who was impressed by your customer service is like gold dust. The post Are you in it to win it?
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NICE inContact
MAY 10, 2019
NICE inContact research confirms this trend: Agent-assisted digital channels are gaining ground, with the largest growth in the agent-assisted web chat. SMS and mobile apps also have made gains, though less than chat channels (find more details here ). WebHelp with its CXone platform had just the solutions Swedish Rail needed.
Kustomer
NOVEMBER 25, 2021
This was a multi-year, probably 10 year plus research effort. If you’re a retailer, a great store experience, if you’re an airline, a great inflight experience, like there are awesome places to delight customers, and you should keep doing that stuff by all means otherwise, what’s the point of being in business, right?
Kustomer
MARCH 12, 2020
Most companies are stuck in the trap of trying to wow their customers, so Matt Dixon has created four pillars on how to ensure frictionless service. First is channel stickiness. Consumers want to self-serve. They want to be in control and you want them to keep using your digital channels. Matt Dixon: (04:22).
LiveChat
OCTOBER 6, 2017
A good customer service experience sets a brand apart from the competition. Look at United Airlines. Many won’t fly United after their poor customer service made headlines recently. Social sharing through Facebook and Twitter means we now share our experiences online. Self-Service vs. Automation vs. Agent Service.
Currency Alliance
NOVEMBER 17, 2020
The sixth trend – to be present and compete in marketplaces – will become a new, but pressing objective for brands that have been operating in silos – since it is now patently clear that customers are interacting with brands beyond the brands’ own channels. enabling more customer self-service. travel or luxury goods).
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