CUSTOMER SUPPORT IN MULTICHANNEL WORLD.

CHALLENGES OR OPPORTUNITIES

ITB BERLIN

MARCH, 11

CUSTOMER SUPPORT FOR TRAVELLERS. WHAT MAKES IT DIFFERENT.

v

2016 COMMUNICATION CHANNELS

• “Omni Channel Will Become More Omni. There’s the phone, email, instant chat, social channels, smart phones and more.

• Customers are connecting with companies in more ways than ever

• Which channels are right for you? The ones that your customers are using”

GLOBAL OVERVIEW

INDUSTRY CHANNELS MIX OVERVIEW

Aviacontact database 2015

Phone

WHO IS USING WHICH CHANNEL AND WHY.

Urgent requests Changes Additional services Cancelations

Pre-order queries Travelling customers

Feedback and …COMPLAINS... and escalations

CHAT IN DETAILS

• ALMOST 80% ARE THE CUSTOMERS WHO HAVE NOT MADE A RESERVATION YET • INCREASE CONVERSION RATE • ANOTHER 20% ARE EXISTENT CUSTOMERS WHO ARE IN ROAMING AND PREFER TO USE FREE WIFI • QUICK REAL TIME ASSISTANCE

CHAT CHALLENGES

• REQUIRE QUICK ANSWERS • HANDLING TIME

EMAIL

• 90% EXISTENT CUSTOMERS • MAKE CHANGES • GET INFORMATION • REPORT ISSUES

EMAIL CHALLENGES

• FIRST CALL RESOLUTION • REPLIES PER REQUEST

WHAT ARE THE SOLUTIONS?

• IF AN EMAIL, SOCIAL, OR CHAT QUERY IS COMPLEX, AND THE CUSTOMER PHONE NUMBER IS AVAILABLE… CALL THEM! • IT SOUNDS SIMPLE, BUT A PHONE CALL TYPICALLY REDUCES THE OVERALL HANDLING TIME OF A COMPLEX QUERY, IMPROVES FIRST CONTACT RESOLUTION RATES, AND ALLOWS BRANDS TO IMPROVE THEIR RELATIONSHIP WITH THE CUSTOMER.

PHONE

• HELPS TO REDUCE CUSTOMERS’ NEXT CONTACTS VIA OTHER COMMUNICATION CHANNELS • EMERGENCY REQUESTS • PERSONAL REAL TIME COMMUNICATION

PHONE CHALLENGES

• REQUIRES IMMEDIATE ANSWERS • HANDLING TIME

SOCIAL MEDIA

FEEDBACK AND COMPLAINS

Generally customers turn to social media when they have time on their hands and access to tech, but only email or call if

there's a specific need.

The runaway proliferation of ways to communicate means customers are

defecting from call centers to use public chat platforms.

SOCIAL MEDIA CHALLENGES

• PUBLICITY • CUSTOMER EXPECTATIONS DON'T ALWAYS ALIGN WITH THE WAYS IN WHICH COMPANIES USE THESE CHANNELS. • DOING TOO MUCH CAN BE VIEWED AS ASTROTURFING, DOING TOO LITTLE MIGHT LEAD TO A POSSE COMPLAINING ABOUT BAD CUSTOMER SERVICE OR INATTENTION

Do not set up an account if you do not

have enough resources or focus to support it.

TP ACCOUNTS

CASE STUDY

IN 3 MONTHS

SOCIAL MEDIA RECEIPT

• ESTABLISH A TEAM OF A “ELITE” AGENTS, EXPERIENCED WITH HIGH LEVEL OF POWER • REPLY WITHIN 30 MIN • RE CONTACT CUSTOMER • USE NEGATIVE FEEDBACK FOR CALIBRATION/TRAINING • IMPLEMENT BONUS SYSTEM FOR AGENTS • MAKE SM SCORE AS A KPI

TO GET OR NOT TO GET

IMAGE BUILDER AND TRIAL ACCELERATOR

CONTACT INFORMATION

Email: head@aviacontact.com Skype: victoria.dubrovskaya Phone: 00 38 050 332 62 32