The low-cost airline is cutting its contact center to cut costs, a move that many see as short-sighted while others see as inevitable.
Posted November 29, 2022
Talkdesk for Travel & Hospitality provides free Talkdesk cloud contact center solutions for the tourism industry hit hard by the coronavirus.
Posted April 15, 2020
It's been some time that JetBlue has been working with customer service start-up Gladly to improve its support operations on the ground and cut down service call times, but now, the airline is working with Gladly to take its customer service level up a notch in the sky as well.
Posted October 04, 2019
Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
Posted October 01, 2019
The fast food giant has signed a deal to acquire the Israeli-founded customer service automation start-up Apprente, which offers AI and voice-based conversational technology developed especially for use in loud environments.
Posted September 13, 2019
Spirit is one of the lowest-ranking airlines for passenger satisfaction, ranking last out of 10 carriers. But the company is taking measures to improve customer service, including the introduction of support via WhatsApp.
Posted September 10, 2019
A customer-focused culture also requires collaboration and a special focus on contact center employees, speakers say.
Posted May 15, 2019
The airline estimates that 40 percent of the calls received can easily be handled via text, so the new service will now likely alleviate pressure on its customer service line.
Posted October 19, 2018
The Asteria acquisition allows Phonesuite to add a full-service ACD to its VoiceWare platform.
Posted September 13, 2018
Loyalty programs may be big drivers of engagement in some industries, but they're not as important as customer service when it comes to the travel space, a new study from Think with Google, Google's marketing data and research group, and Greenberg Research revealed.
Posted August 31, 2018
With recent pet-related problems in the news and rising ticket prices, airlines have seen their customer satisfaction drop by 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI) 2018 Travel Report.
Posted April 27, 2018
Delta Air Lines and Sears aren't too happy with their customer service provider right now—due to [24]7.ai's security breach last fall, hundreds of thousands of users' data may have been compromised, and the vendor hasn't confirmed or denied whether other companies have been affected as well.
Posted April 06, 2018
It's no secret that consumers want to be able to check in, choose their seats, and handle other pre-travel tasks via an app, but according to research from Helpshift, 89 percent of travelers said they'd want to use a customer support feature in an airline app while flying as well.
Posted July 07, 2017
In this year's ACSI report, quick-service restaurants had higher customer satisfaction scores than full-service restaurants for the first time.
Posted June 23, 2017
Exceptional Service ACD Call Center Module leverages cloud-based managed VOICE Platform to help hotels increase staff response.
Posted June 14, 2017
Air travel is hectic—hundreds of flights are cancelled and delayed throughout the country every day, and while some airlines handle these issues with ease, others send customers on an impossible journey to get reimbursed for travel nightmares. Startup AirHelp is working to eliminate some of the customer service hassle associated with air travel by handling the refund or reimbursement process for customers, even filing lawsuits when necessary.
Posted August 05, 2016
Initial practice focus is to deploy virtual agent technology for clients in the banking, insurance, and travel industries.
Posted May 16, 2016
United Airlines plans to equip customer service representatives in its U.S. hubs with Apple's iPhone 6 Plus, enabling them to meet customers' needs more quickly while having access to additional operational information at their fingertips.
Posted December 02, 2015
New solution leverages the latest customer interaction management technology developed by BT and Genesys.
Posted November 23, 2014
Cold software combined with warm bodies equals happy customer care.
Posted October 14, 2014
Even if you don't have a social media presence, your customers do. Meet them at least halfway.
Posted August 14, 2014
Research also finds that data-focused organizations deliver faster customer service.
Posted May 12, 2014
Jetstar launches virtual assistant using Nuance's Nina customer service platform.
Posted December 19, 2013
Online feedback system employs device recognition technology to increase response rates.
Posted November 12, 2013
Agent scripting solution also offers integration with back-end systems and compliance enforcement.
Posted October 30, 2013
Q&A with Omer Minkara, Aberdeen Group: More and more companies are realizing that customers are in the driver's seat when it comes to shaping a company's reputation.
Posted September 03, 2013
Companies extend relationship to provide personalized customer communications via voice, text, and email.
Posted August 09, 2013