With rising
customer support costs and growing competition, airlines are changing their
approach to providing customer service.
Chatbots have proven to be an effective
tool in this evolution. And we realize that two factors have driven the success
of chatbots in the airline industry - cost reductions and improving customer
demographics.
Point 1- cost reductions
Chatbot for airlines has emerged to improve communication and by reducing
overhead costs.
With a low cost of implementation and
adoption from Botgo, these bots can offer more options to passengers than an
actual human customer service representative can.
Point 2-Improving customer demographics
While at the same time being able to
provide real-time responses via text or voice messages. The best part is that
they never get tired! Here, in this blog, we will discuss the Chatbot benefits in the
aviation Industry.
Help staff manage
increased call volume
In order to
avoid an overflow of calls, airlines and travel agencies are increasingly adopting
the Chatbot.
With a Chatbot solution, employees can
spend more time doing the work that only they need to handle better, instead of
answering repetitive questions that the Chatbot is programmed to answer more
patiently.
This has been shown to greatly reduce
call volume and increase customer satisfaction, as customers are able to get
immediate answers without having to wait in queues or put up with lengthy hold
times before getting a hold of an agent.
Chatbots can also handle simple queries without having to transfer customers
over to an agent for assistance and are ideal for handling customer queries
around the clock.
A personalized experience for users
Chatbots are a great way to add an extra layer of customer support and provide
a personalized user experience.
By allowing users to interact with the bot, ask about details of the flight, or
even provide rebooking options in case of a cancellation or delay.
Chatbots can be used to help customers with travel advisories and information,
like providing travel warnings and general advice on destinations.
Increase customer satisfaction and loyalty
What's more,
customers that use these bots don't have to wait for a customer service
representative to get back to them; chatbots are capable of checking their
inboxes and responding instantly.
This means that customers don't have to sit around waiting for help with their
airline reservations or other issues related to their trip—even if they're not
sure what kind of assistance they need.
A customer support chatbot can take information, find out any issues with it,
and do what it takes to fix them.
Available always!
As a consumer, it's not uncommon to have an urgent need for customer
service at an unreasonable hour; but for many businesses, this is simply not
feasible.
Whereas chatbots are available 24/7—unlike some human representatives who might
need breaks or vacations—so there will be someone available around the clock if
you ever need immediate help with your travel plans.
Reduced wait
times
The first and most obvious benefit of chatbots in the aviation sector is
faster response times. Chatbots can answer simple questions almost instantly;
no human agent can type as quickly as a machine! What’s more, a chatbot
understands and responds to your query in natural language, so you can avoid
those frustrating menu options that come with IVR systems.
Improve the
customer experience
Hey, you. I'm a chatbot—and my job is
to make the aviation industry better for both you and the airlines.
What do I mean by that? Well, put
simply, travel is hard. It's expensive, time-consuming, and stressful as hell.
We all have horror stories of delayed or cancelled flights—or even worse,
having to fly while seated next to someone who smells like they just bathed in
vodka and fish sauce. But chatbots can help solve this problem.
First off, we're able to increase
customer satisfaction on the front end by making it easier for people to manage
their flights and book travel arrangements online.
Chatbots can also help airlines increase their customer lifetime value by
providing information about loyalty programs and exclusive offers that will
keep customers coming back for more.
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