![]() “We partnered with technology and it quickly became much more than a customer service initiative. “As we started to get more into it, and socialised the thought of what we wanted to do by bringing data to the frontline, we started to interact with marketing, corporate sales and more, and quickly realised some foundational data work needed to be done,” Ashworth said. Yet in the beginning, the use case for Service Cloud was narrowly focused on customer support. This will give us a full picture of customers and their journeys.” “We’ll connect up Service Cloud with our partners who use Salesforce products, plus our corporate sales department, which uses a version of a Salesforce product as well. ![]() “CRM and Service Cloud console gave us that opportunity. But as we grew, we knew we needed more,” Ashworth explained. ![]() This allowed us to beef up our rep rewards program, connect with customers and show rep rewards points and travel journeys across multiple teams at Southwest. We had a homegrown loyalty tracking system we’d used for almost 10 years and it served us well. “Previously, we didn’t have a ‘CRM’ solution. Southwest Airlines is already a longstanding Salesforce Sales Cloud client. This will see staff using the technology for all forms of service engagement, consolidating what was 15 systems into one. In November, the team began rolling out Service Cloud to several more employees, and expects to have the platform in all contact centres by the end of Q1, 2020. Today, the airline is seeing 30 per cent of such engagements occurring via chat. This allows mobile app customers to interact with contact centre staff using chat capability. Southwest debuted Service Cloud in early 2019 across three contact centre locations initially - Albuquerque, Chicago and Phoenix – using chat capability. You will receive a message based on the contact preference selected during booking if you are cleared on the flight.“Ultimately, this turned out to be something that was better than just a tool for our people sitting in the customer service department,” Ashworth said. Same-day standby: You can list for same-day standby via a Southwest Customer Service Agent at the airport or the Southwest app or mobile web. Wanna Get Away fares are not eligible for free same-day change. Learn more *Same-day change: On the day of travel, you can switch free of airline charges to another flight with space available departing on the same calendar day between the same origin airport and destination airport as your original flight. New! Customers booked with Wanna Get Away ® can add themselves to the standby list. Schedule changes? Meet same-day change/standby* When your plans change, move to an earlier flight with our Business Select, Anytime, and Wanna Get Away Plus ® fares. Introducing Wanna Get Away Plus ®, enhancements to Anytime fares, and more. Southwest Business Customers booked through travel agencies may need to see a Southwest agent at the airport for both a same-day change or standby listing. Your original boarding position is not guaranteed. ![]() You will be required to pay any government taxes and fees associated with these itinerary changes but refunds will be provided. If using the app or mobile web for standby, you must list your name 30 minutes ahead of scheduled departure. For both same-day change and same-day standby, you must change your flight or request to be added to the same-day standby list at least 10 minutes prior to the scheduled departure of your original flight or the no-show policy will apply. You will receive a message based on the contact preference selected during booking if you are cleared on the flight. ![]() ![]()
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