Customer Support for Airline - Helprace
How to improve airline customer support
Most airlines are judged on how they provide airline customer support before, during and after the actual flight. With the rapid proliferation of social media and information on the internet, bad news can travel like uncontrollable wildfire in a forest. Unfortunately for airlines, they sometimes take the brunt of the damage when any aspect of flight experience is less than ideal.
Airline customers hate to be told of delays, but they are inevitable. To make it worse, when a delay does occur, passengers tend to scramble everywhere they can. Some locate the airline desk, some go on Facebook, Twitter or email the airline directly. However, wouldn't it be easier if you knew that your question will be answered in a matter of minutes by using the support portal? The Helprace search system works much in the same way.
Airline customer support software from Helprace
By using Helprace airline customer support, you help your customers help themselves wherever they may be using the company database, articles and user guides. Your agents can better utilize their time on more important issues as a result.
This is well known, however. What's less understood is how customers themselves can communicate their feedback to the airline. In many cases (particularly through social media) it's difficult to keep track of customer satisfaction. There must be a more centralized ways customers can publicly suggest fixes and receive a reply regarding their request from both the representative and the public.
Helprace offers this functionality with the community, allowing users to ask a question, suggest ideas, report problems or give praise. These feedback channels can be customized according to the airline's needs.
Find it difficult to direct your airline customer support?
Feedback and self-service are not the only support options, however. The Helprace help desk saves agent time by introducing triggers, collaboration features, service levels and canned responses. Airlines tickets need to be routed to the right agent or department, and this can be done easily with the help of ticket tags and ticket filters for each agent. For example, request with delayed flights can go to one agent while suggestions on in-flight food or entertainment can go to a different department.
What makes it all possible is that your help desk is located in the cloud, which means there's no worry on your part when it comes to upgrades, maintenance, scaling or peak times.
If you’re like many airlines, you’re ready to fight your way to the last airline customer support case, yet you know it’s difficult with limited resources. It doesn't have to be that way. In order to keep customer satisfaction at the top, you need to provide the right amount of engagement to your users. That’s why Helprace airline customer support provides your users with a feedback community and a knowledge base in addition to the support email. If you want to improve your airline customer support, give Helprace a free try and start providing amazing airline customer support in minutes!