Use Cases Of Live Chat and Chatbot In The Airline Industry

With the growing competition, companies are focused on giving the best customer service without wasting customers’ precious time. One of the best methods for quick customer service in the airline industry is a chatbot. In the past few years, the popularity of chatbots has grown exponentially because companies have realized that messaging platforms are becoming the preferred and popular communication vehicle for travellers when it comes to reservations, customer service and travel planning. Through this post let us look through how chatbots are helping airlines streamline their customer-focused processes.

Did You Know?

• More than 67% of travel bookings happen on mobile. (Source: IBM)

• The cost reductions can reach up to 60% per call using chatbots for airlines. (Source: Mindsay)

• More customers prefer automated support options, like social media or other messaging platforms, over speaking with a human on the phone. (Source: Mindsay)

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The Gist Of How Helpful Live Chat For The Airline Industry Is?

Airlines can carry out end to end flight booking using an effective chatbot.

• Flight search

• Flight Booking

• Manage Booking (Flight Cancellation)

• Issuing refunds, credits etc.

• Flight Status

• Flight Check-In

What Functionalities Does A Chatbot Provide In The Airline Industry?

• A chatbot can effectively start conversing with customers and vice-versa.

• Suggestive and directive search options are provided by the chatbot.

• Personalized responses are given by chatbots as per search and booking history.

• Chatbots are intelligent enough to automatically pick up customers’ details from their profile.

• Chatbots can provide reminders for their flight's schedule and check-ins.

Airline Chatbots Use Cases And Benefits

1. To make reservations anytime from anywhere and everywhere

• A chatbot is a 24/7 customer service that allows the customer to make reservations possible anytime from anywhere and everywhere. 

• A customer need not wait in a physical queue or on the call that makes chatbot a convenient and hassle-free reservation tool. 

• A chatbot makes reservations easy for customers and reduces the possibility of a customer abandoning the ticket bookings.

2. Airlines use chatbots to automate customer service

• A chatbot allows the customer to automatically answer the questions related to their travel plans, the status of their flight points and other services.

• It further facilitates payments or refunds, sends notifications and provides detailed information on their itinerary.

3. Takes Charge of Management of the Booking Process

           A chatbot manages the booking process in the following way:

• Respond to a customer through messages, web, SMS or email.

• Update a customer on the status of their existing reservation.

• Make changes to the reservation.

• Complete payments.

• Alert a customer of a flight delay. 

• Re-book a trip.

• Send notifications and provide details of the travel plan.

4. Keeps a track on the luggage and claims

• It is mostly seen that there comes a point of confrontation between the passengers and the customer service executive about the location of the luggage and if the luggage is missing then passengers claim reimbursement that takes a whole lot of time and makes the customer reach the frustration point.

• But if you have a chatbot that can bring an update to the passenger about the time of arrival of their luggage at their desired location, and even process a claim for damaged or lost luggage then what is better than this? 

5. Employee-oriented Processes

• The Airline industry relies on staffing, shift management, and programming. It is very important to have the right staff, at the right time and in the right place and good staff service at a lower cost.

• A chatbot has come as a boon when it comes to managing the staff scheduling their duties, giving them itineraries to complete each of their tasks at the right time and giving them the right tools for performing their operations well.

6. User friendly and customized

• Kapture’s AI chatbot is exceptional and the right choice for airlines as it is user friendly and has customized front end design unlike other platforms where only templates have to be followed. 

Closing Remarks

Kapture's AI chatbot for airlines brings forth improved user experience and higher bookings at lower costs. It is equipped with a user-friendly and helps to access real-time data and customize offers to attract leads. On the whole, it is designed to enrich the customer’s experience by providing a range of helpful travel-related services. 

5 Ways To Improve Real-Time Customer Support With A Customer Service Software

As quoted by Sunday Adelaja, the wealth of time is the only wealth that is more valuable than human resources. When it comes to prioritizing the customer's demands and giving them the best customer service, one of the major factors is time. A customer contends if he is provided real-time customer support promptly. An ideal customer service software can provide swift real-time customer support. There are a number of technologies present in an exemplary customer service software such as chatbot or the live chat, ticketing management system, data management, reports and analytics and Mobile CRM to automate their services and save time for the customers.

1. Live Chat

Imagine a scenario if you receive a priority request from the customer after office hours and you are not able to attend it. In that case, you would lose the customer. But what if there is a conversational agent that is a chatbot or live chat working uninterrupted in place of you. Then the customer request would be addressed instantly. 

Assign the requests swiftly:

• A chatbot allows you to allocate the queries automatically to the available agents thus every customer is attended in a timely manner and wins customers confidence by replying punctually.

Immediate association:

• The best feature of the chatbot is that you are connecting with the customers even prior to getting in touch with them through a call.

Quick automated responses:

• Swift responses are reached out to the customers as the responses are automated. 

Observe your customer:

• Behold your customer’s status thus giving them required services and not omitting any opportunity to aid the customers.

• It allows you to find the future potential problems of your customers.

Enhance the performance of the agents:

• It enables you to monitor the executive’s activity from log-in time until log-out. 

Enhance customer retention and acquisition

• When the customers receive swift responses, it gives them a sense of assurance that they will be given the finest real-time support services.

Automated lead generation

• Automated forms displayed on the customer’s screen would help you know if that is your potential customer. 

       2.  Efficient Ticket Management Software

It is a dashboard that solves the problem of enterprises having to manage a large number of support tickets. It helps the enterprise ticketing in 2 ways:

1. Handle customers’ generated queries from many different channels of communication.

2. Determining priority-based resolution for bulk tickets.

The system lets you:

• Nourish your growing inbox with an email ticketing system.

• Track of all inbound calls with voice tickets.

• Manage your social media interactions with social ticketing.

• Directly communicate with Customers on to the Customer Enquiry Channel with Ticket Management System

• Label tickets High, Medium, and Low and take immediate action.

         3. Mobile CRM

In the last decade, it has been observed that mobile traffic has grown exponentially. In 2008, 12% of the businesses used cloud-based CRM systems. By 2017, that figure had increased to 87%. CRM revenues are anticipated to cross over $80 billion in 2025. The below-given line graph shows the growth of mobile usage from 2018-2021.

Mobile CRM?

A mobile CRM is a software application readily available on your smartphones, works as seamless as the desktop version CRM with added features such as geo-tracking to track the real-time location of roaming-users, route planning and offline working capabilities to collect and analyse statistical data of customers online. It allows the on-field support team to keep track of their tasks along with the managers.

The Mobile CRM consists of the following features:

1. Allotted service tasks

2. Check-in to the service location

3. Resolve the issue

4. Update the status of the issue to be resolved

5. Enter issue details

6. Schedule additional meetings

How Does Mobile CRM Improve Real-Time Customer Support?

• Using the Mobile CRM, assign work to the on-field support agent.

• Develop a service plan for on-field support agents.

• It gives you the real-time experiences of the issues raised and assigned to the agent.

• Geo-tracking or GPS tracking unit helps track the geographic position of the agent via the Global Positioning System and is displayed to the managers.

• It enables the agent to find out the distance between his workplace and the service location as well as the distance between two or more given locations.

• It enables the agents to work while traveling.

4. Reporting & Analytics

• Transform your  real time support services by keeping a track on relevant Key Performance Indicators (KPIs). 

• Generate detailed  reports to assess chat traffic, missed chats, first response time, average turnaround time, customer ratings, and more. Measuring performance with data can help you understand customers better.

5. Consolidate Customer Data

• Give the access of the real-time customer information to the agents, that helps the agent to serve the customer in real time.

• An ideal customer service software gives access to up-to-date customer data as conversations take place while also enabling them to make updates in real-time. 

• Such a database can make easier communications across agents in the contact center, so customers that need to be re-routed do not have to repeat information.

Ending Remarks:

Considering the competition in the market an efficient customer service software is a must for your business. Customer gratification is the top priority and what's more than a delighted customer.

Grow Your Business Through An Online Chat System

Instant reply makes everybody happy. When it comes to the service industry, it is important to aid your customer’s needs instantly. Not only is it effective, but it makes your customer happy. It was proved by a poll conducted by eMarketer that 62% of your customer buy the product if you have an online chat system.

With more than 1.8 billion online shoppers, providing instant support is an important factor. IT might be difficult to find the right channel to communicate with your customers, but with an online chat system you can never go wrong. Here are a few ways how a chat support software helps your business grow.

Helps you understand your customer

An online chat system helps you identify your customers’ needs and requirements. With this knowledge, you can change your marketing strategy according to your consumer’s requirement and deliver a personalised experience, which will also help you connect better with your customers.

Resolve multiple Tickets

Chat support software helps you talk to multiple customers at a single time. This way, you will be saving a lot of time by closing multiple tickets simultaneously. In addition to that, you can also increase your agent’s efficiency and invest the same time in clearing other tickets. By doing this, you will also be improving your customer service experience.

Convert your Leads into Customers

Sometimes you the customer wouldn’t know what they are looking for and they tend to browse a lot. During this time, try to engage in a conversation with them using the Live Chat Software. Impart some knowledge about your product and try to captivate their interest, and push them into buying it. Unlike emails, live chats will be able to capture their replies instantly.

Conclusion

Not only are you staying ahead of the competition with a like chat option, but you are also connecting better with your consumers. By creating a positive impact not only are you increasing your revenue, but also the image of your brand.

7 Ways To Enhance Customer Service Management Software Standards With Live Chat Software

Customer service is an integral part of any business. Whether you provide goods or services, after-sales support will be your liability. To ensure that your frequent buyers become regular loyal customers, you need to show that your relationship extends beyond the business transaction. Managing a ton of clients can get difficult, especially if you have multiple agents and a large team. This is it is highly recommended that you try customer service support software.

The software is quite handy and can serve as a go-between device for the following:

1) Ticket Generation

Generating tickets are an automatic process now with the software pulling communications from all sources and assigning a ticket. Calls, texts, chats, emails, basically anything are converted into tickets.

2) Agent Tracking

If you deploy agents on the field for sales or marketing purposes, you can use the live chat option to get real-time updates. Also, location triangulation is possible with inbuilt navigation.

3) Creating Reports

Gone are the days of toiling hard for hours on end on excel sheets and presentations. Reports can now be designed on the cloud-based customer service software by pulling data from within the application itself.

4) Service Application

The main purpose of customer service is now the lightning-fast live chat software, as agents can deal with clients 24/7. The mobile app serves as a remote handle for exactly such requests.

5) Data Hub

Having customer service management software can be of no good without its vast data storage capabilities. A highly secure server stores unlimited data in an encrypted a format such that only you can access it.

6) Marketing Driver

It doubles up as a marketing tool via emails or text messages. You can use the CRM software to notify your clients of new features or exciting updates about your product.

7) Feedback Tool

One of the defining qualities of the application is the option of collecting customer feedback and acting on it right away. This can be useful for large corporations.

Raise your customer service standards with CRM. Provide the best to your customers and become the best in the business.

How to Integrate Kapture Chat to Your Website?

 Kapture CRM's Chat module can be pasted into a website in minutes. In this Video - Soujanya Prabhu, Head Of Customer Support at Kapture CRM explains how easy it is to customize chat widgets. Once integrated, all messages sent from the chat tool arrive into Kapture's unified  Omni channel inbox.

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