Airlines, Customer Care, Self Service and Social Media

The Importance of Customer Self Service Portal

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Let’s look at the elements of a self-service portal. Discover Kayako Self Service.

Self Service

Self Service Knowledge Base e-support Policies

How to Turn Social Media Customer Service into a Marketing Strategy

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others.

Social Media

Social Media Self Service Customer Service Marketing

Serving Customers in the Face of Crisis: Redux + NEW AUDIBLE VERSION

Lithium

SEPTEMBER 29, 2022

The digital world is no stranger to crisis It started with the.com bubble, Y2K, and any number of brand social faux pas. What effect this has on a brand depends heavily on how robust the brand’s marketing, community, and customer care systems are. This fact is especially true in the diverse world of customer care.

Airlines

Airlines Self Service Effort Score NPS

Webinars

How Retailers Are Transforming Customer Experiences with Data & AI

Turn Payments Into Personalization: Unlock the Value of Transaction Data

MORE WEBINARS

Servicing Customers in the Face of Crisis - Redux

Lithium

SEPTEMBER 14, 2022

It started with the.com bubble, Y2K, and any number of brand social faux pas. What effect this has on a brand depends heavily on how robust the brand’s marketing, community, and customer care systems are. This fact is especially true in the diverse world of customer care. Now mix in a time of brand crisis.

Airlines

Airlines Self Service Effort Score NPS

Customer Care: Dealing with a crisis you couldn’t plan for

Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. Future of Customer Experience, PwC 1.

Customer Care

Customer Care Self Service Chatbots Airlines

3 Ways Conversational AI can help your Customers in an Urgent Travel Situation

Interactions

MAY 22, 2019

With improved self-service, I find it easy to navigate through websites and channel options to get exactly what I want. It’s during these urgent travel situations when I need customer care to perform at it’s best, and it’s often when it fails the most. Self-Service is essential. Book flights? Book a hotel?

Travel

Travel Self Service Hotels Hospitality

Is a Digital-Only Strategy Right for Your Business?

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. There will be no person to call for help.

Chatbots

Chatbots Strategy Airlines Self Service

3 Ways Conversational AI can help your Customers in an Urgent Travel Situation

Interactions

MAY 22, 2019

With improved self-service, I find it easy to navigate through websites and channel options to get exactly what I want. It’s during these urgent travel situations when I need customer care to perform at it’s best, and it’s often when it fails the most. Self-Service is essential. Book flights? Book a hotel?

Travel

Travel Self Service Hotels Hospitality

Understanding Negative NPS Score: Causes, Impact and Solutions

Lumoa

JUNE 14, 2023

To illustrate, let’s take the example of United Airlines’ reputation crisis. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. In contrast, merely 42% said they’d recommend a product or service they enjoyed.

NPS

NPS Effort Score Customer Centricity Loyalty

In this day and age, is it unreasonable to expect companies to have an appropriate response for age old customer experience problems?

Customer Alignment

AUGUST 15, 2017

The poor management of these areas is probably the airline customers’ biggest pain point. Even if disruption is sometimes unavoidable; airports, airlines and all other parties involved in the travel process shouldn’t be excused from taking responsibility and ownership of the problem from the customer.

Airlines

Airlines Customer Experience Company Self Service

This is What Exceptional Customer Service Looks Like In 2018

Comm100

AUGUST 23, 2018

Get on Board: Consider what your customers need, and how you can meet these needs in your company app. For example, if your customers need simple, on-the-go access to customer care, consider adding mobile live chat to your app (for an example of this, look no further than the GEICO Mobile App ). Source: Business Insider.

Exceptional Customer Service

Exceptional Customer Service Customer Service Chatbots Hotels

Managing Customer Expectations Like a Pro – Featuring Mike Miller and Vikas Bhambri

Kustomer

SEPTEMBER 7, 2022

And if they’re going to go to social media and rip on you because you’re not giving them information, be there to answer their call there. So what we’ve done at Kustomer, we kind of rolled out our Customer IQ Suite, and this allows a number of key things. And you need to be nimble. Think about quick wins.

Customer Expectations

Customer Expectations Management Communication Customers

Managing Customer Expectations Like a Pro with Mike Miller and Vikas Bhambri

Kustomer

OCTOBER 22, 2020

With the new COVID-19 business-scape, highly anxious customers have been on the rise and the burden of customer care agents has been significantly increased to the point where they are overwhelmed. Companies are integrating AI into their CX to get a better handle on customer care. And you need to be nimble.

Customer Expectations

Customer Expectations Management Communication Customers

Managing Customer Expectations Like a Pro with Mike Miller and Vikas Bhambri

Kustomer

OCTOBER 22, 2020

With the new COVID-19 business-scape, highly anxious customers have been on the rise and the burden of customer care agents has been significantly increased to the point where they are overwhelmed. Companies are integrating AI into their CX to get a better handle on customer care. And you need to be nimble.

Customer Expectations

Customer Expectations Management Communication Customers

Customer Experience Update

The Importance of Customer Self Service Portal

How to Turn Social Media Customer Service into a Marketing Strategy

Webinars

Trending Sources

Serving Customers in the Face of Crisis: Redux + NEW AUDIBLE VERSION

Webinars

Servicing Customers in the Face of Crisis - Redux

Customer Care: Dealing with a crisis you couldn’t plan for

3 Ways Conversational AI can help your Customers in an Urgent Travel Situation

Is a Digital-Only Strategy Right for Your Business?

3 Ways Conversational AI can help your Customers in an Urgent Travel Situation

Understanding Negative NPS Score: Causes, Impact and Solutions

In this day and age, is it unreasonable to expect companies to have an appropriate response for age old customer experience problems?

This is What Exceptional Customer Service Looks Like In 2018

Managing Customer Expectations Like a Pro – Featuring Mike Miller and Vikas Bhambri

Managing Customer Expectations Like a Pro with Mike Miller and Vikas Bhambri

Managing Customer Expectations Like a Pro with Mike Miller and Vikas Bhambri

Stay Connected