IMPLEMENTATION FOR largest airline of the country of Azerbaijan
AZAL & Buta airlines
Multi-channel system of customer service for Azerbaijan Airlines and Buta Airways
Airline "Azerbaijan Airlines", executing passenger transportations from 40 cities in 25 countries, set up ambitious aims to significantly increase the air traffic volume, to open new directions, to successfully launch a low-cost carrier subsidiary, and, finally, to win a status of the most client-oriented airline in the CIS and Eastern Europe.
Accordingly, it was vitally important to execute administrative and technological preparation of all divisions including, first of all, customer service.
The problem was that customer service wasn't historically connected with other divisions; support on different channels was not integrated within the service. The company didn't have a universal knowledge base, processes of accumulating and transfer of experience on customers' requests; the customers were passed on from one team to another, the problem wasn't solved for dozens of hours what was actually standard for the industry.
As a result the customers faced impossibility to solve problems quickly, and managers of the company faced agents inefficiency, unreadiness of the whole service to fulfil the task of air traffic and air transportation growth.
Customers demonstrated low satisfaction with the quality of customer service, there was actually no talk about loyalty and brand promotion.
A multi-channel solution Zendesk Support was implemented to handle more than 30000 customers' requests a month simultaneously for both company brands.
Universal knowledge base Guide is used both by in-house divisions and customers, has more than 9500 of unique views of articles and has allowed to successfully solve 43% of customers' requests with "one click".
Server of digital channels integration has completed the customer service with the support of 5 channels at the same time (phone line, email, WhatsApp, Facebook, Help Desk widget).
BI solution Explorer (in-built tool of business intelligence) provided the management with a powerful tools for timely assessment of customer service performance, allowed to identify bottlenecks in passengers service, and make recommendations for co-adjustment of company business processes.
Transition to the new platform was executed within 4 days without interrupting customer service processes worldwide.
Agent performance increased twice
Less than 6min for the first reply to customer request (compared to 31hr on average in the industry)
Less than 40min to close the customer's ticket (compared to 54hrs on average in the industry)
CSAT stable > 83-86% (15% more than the average in the industry)