About Client
The Client, is the leading Low-Cost Carrier in the United States, the Caribbean and Latin America. The Airlines fly to 60+ destinations across U.S., Latin America, and the Caribbean, with a focus on making travel accessible to more people.
Faced with budget constraints and increasing demand, the airline needed:
Find ways to rapidly increase self-service capabilities while driving efficiency through their network.
Identify key areas where technology and process improvements could provide the greatest impact
The Approach
Advantage Communications approached this challenge by leveraging expertise in customer service analytics and technological integration.
Solution
Based on the insights gained from their analysis, Advantage Communications developed a detailed road map for the deployment of customer intent into the airline’s digital channels. This road map outlined specific steps and milestones for integrating new self-service functionalities, optimizing existing processes, and ensuring consistency across all touchpoints.
Enhanced Self-Service Options
Improved Messaging Support
Integration and Training
- Enhanced Self-Service Options: By expanding and refining the self-service options available to customers, the airline could reduce the volume of voice contacts. This involved the development of intuitive online tools, automated response systems, and interactive voice response (IVR) enhancements.
- Improved Messaging Support: ACI provided support for creating effective messaging both at the agent level and within the IVR system. This ensured that customers received clear, helpful information that guided them through self-service processes smoothly.
By leveraging advanced analytics, strategic planning, and robust technological solutions, ACI enabled the airline to enhance their self-service capabilities and achieve significant improvements in customer satisfaction and operational efficiency.
