The travel industry is facing unprecedented challenges which will likely take some time to fully solve. Airlines in particular are struggling to address multiple crises and business risks post-Covid, of which customer service is only one of many problem areas.
Staff shortage combined with an incredibly fast spike in demand has created immense frustration for travelers, operational staff and customer facing teams. One answer is to change the customer engagement dynamic, to protect their employees, support staff retention and recruitment, and maintain their brand reputation as much as possible during these very difficult times for the industry.
Creating a customer service model that enables operational empathy, built around the customer need, is the solution. Read more in our article.
Ceri Davies, Contact Centre Manager at Virgin Airways Atlantic
As one of the leading airlines in the world with innovation at the heart of their brand values, Virgin Atlantic Airways embarked on their customer service digital transformation in 2018. Having integrated voice, web chat, messaging apps and social media on the Genesys platform, they can now deliver truly omnichannel experiences that not only increase customer satisfaction but help their agents work much more effectively. With 40% of their customer contacts now taking place on digital channels hear first-hand how Virgin Atlantic Airways turned their contact centre into a value centre.
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