FEATURE
BY BRENDAN READ, CONTACT CENTER PIPELINE; Q & A WITH IKER URIONAGUENA, VOLARIS
ILLUSTRATION PROVIDED BY ADOBE IMAGES
TAKING OFF WITH THE CONTACT CENTER
HOW ULTRA-LOW-COST CARRIER VOLARIS PROVIDES EXCELLENT CUSTOMER SERVICE.
Airlines are in the business of taking customer journeys. And they comprise two key steps that are taken together. There is the physical piece of carrying their customers safely, quickly, and making every effort to do so on time, and with a reasonable amount of comfort at market-tolerable fares.
Then there is the customer engagement piece from the first point of contact, like for information and booking, through any flight changes, delays and cancellations, and to postflight issues like lost luggage.
Like most other transportation providers, airlines must ensure a single, up-to-date source of truth at all touchpoints: the contact center, both online and through the agents and the counter and gate staff. They also must enable swift, seamless interactions on all channels, both in-person and virtual.
6 CONTACT CENTER PIPELINE
But providing quality customer service is not inexpensive. In a highly competitive environment, airlines must watch every cent. Especially the ultra-low-cost carriers that thrive on volume by carrying value-conscious-and-optimizing customers to popular destinations.
So how do the airlines enable a customer-attracting-and-retaining excellent customer experience( CX), knowing how conditions change? In particular, the ultra-low-cost carriers?