Case Study

The Client, is the leading Low-Cost Carrier in the United States, the Caribbean and Latin America. The Airlines fly to 60+ destinations across U.S., Latin America, and the Caribbean, with a focus on making travel accessible to more people.

Faced with budget constraints and increasing demand, the airline needed:

Find ways to rapidly increase self-service capabilities while driving efficiency through their network.

Identify key areas where technology and process improvements could provide the greatest impact

The Approach

Advantage Communications approached this challenge by leveraging expertise in customer service analytics and technological integration.

ACI utilized an advance analytics platform, along with a team of dedicated analytics experts to delve deep into the reasons behind customer contacts. By quantifying and categorizing these contact reasons, ACI gained valuable insights into customer behavior and pain points.

Next, Advantage Communications partnered closely with the airline to inventory their existing APIs related to self-service. This comprehensive review allowed us to identify gaps and opportunities for enhancing self-service capabilities.

Solution

Based on the insights gained from their analysis, Advantage Communications developed a detailed road map for the deployment of customer intent into the airline’s digital channels. This road map outlined specific steps and milestones for integrating new self-service functionalities, optimizing existing processes, and ensuring consistency across all touchpoints.

Enhanced Self-Service Options
Improved Messaging Support
Integration and Training

Enhanced Self-Service Options: By expanding and refining the self-service options available to customers, the airline could reduce the volume of voice contacts. This involved the development of intuitive online tools, automated response systems, and interactive voice response (IVR) enhancements.
Improved Messaging Support: ACI provided support for creating effective messaging both at the agent level and within the IVR system. This ensured that customers received clear, helpful information that guided them through self-service processes smoothly.

By leveraging advanced analytics, strategic planning, and robust technological solutions, ACI enabled the airline to enhance their self-service capabilities and achieve significant improvements in customer satisfaction and operational efficiency.

Result

Increased Chat Volume: Over a span of two years, the volume of customer interactions handled via chat increased from approximately 15% to 55%. This substantial shift from voice to chat channels not only improved customer convenience but also reduced the strain on the airline's voice support infrastructure.
Enhanced Customer Containment: The rate of customer containment through digital self-service channels rose to 45%. This means that nearly half of the customer inquiries were resolved without the need for human intervention. Advantage Communications set a target to further increase this rate to 60% by the end of 2024.

Operational Efficiency: The airline experienced improved operational efficiency as a result of reduced call volumes and more effective use of their support staff. This efficiency translated into cost savings and a better allocation of resources.

Contact Advantage Communications Inc

Advantage Communications Inc. (ACI) is an Innovative Global Customer Contact Center for top brands. ACI provides smart and efficient BPO solutions that are custom-designed to be an extension of a brand and its business model.

ACI’s Contact Centers are located in Canada and Jamaica, providing scalable multilingual solutions, reliable business continuity, and the best-branded customer experience across the board.

Rapidly Increase Self-Service Capabilities while Driving Efficiency

About Client