Taking Airline Customer Service to New Heights
What is airline customer service?
Airline customer service is providing customer support to customers before, during, and after a flight. The difficulties and complexities of air travel can make support a major challenge, but improving it can lead to happier customers, better travel experiences, and improved service ratings.
Zendesk makes it easy to send satisfaction surveys to customers and turn information into actionable data.
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- Communicate, communicate, communicate. Whether it’s through text messaging, email, or a free mobile app, airlines can keep travelers in the know about things like delays, ticket changes, weather predictions, wait times at security, locations of baggage terminals, and more. While people will certainly never be happy about having to wait, they’ll be a little less frustrated if they’re given prior notice.
- Get feedback. Sending surveys at various touch points, such as after buying a ticket or interacting with a flight attendant, will provide valuable insights on how to improve the travel experience.
- Take social media seriously. Many PR disasters can be avoided by simply taking a customer’s complaints on social media seriously. Monitoring mentions on social media, particularly those that detail extreme situations or come from people with many followers, can help rectify a situation before it spirals out of control. Plus, there’s the possibility of customers praising your response to their followers (free advertising!). Some even do it on the day they travel.
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Zendesk makes it easy to send satisfaction surveys to customers and turn the results into actionable data. Plus, it’s great for keeping open communication between airlines and their customers, so the quirks of traveling can be a little less surprising.Redefine airline customer service
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Airline customer service is difficult to master, but the benefits are worth it. Learn more today with a free trial.