Airline Mobile Self Care
Every day, airlines have unforeseen and inescapable events that can impact their customers’ travel plans. Outside circumstances can also impact customer travel plans and additional communication challenges exist for customers who may already be in transit or in a noisy airport. Providing timely information to these customers is critical to an airline’s operations and a major advantage in creating and sustaining customer loyalty.
As millions of these customers take to the skies with their mobile phones, a mobile customer self service solution offers airlines the ideal mechanism for putting real-time travel information into the hands of passengers allowing them to independently and easily manage their travel plans. This also alleviates some of the burden on an airline’s customer-facing employees – both at the airport and in call centers.
MobileAware’s Mobile Customer Self Service for Airlines Solution seamlessly extends existing customer self-care capabilities, providing real-time mobile web access to passenger services (e.g. Check-In, Flight Status), reducing care costs, improving satisfaction, and offering incremental revenue opportunities. Mobile web technology delivers a better user experience on every mobile device at a lower total cost than any other mobile self-care channel.
Built-in device recognition and patented content rendering delivers an intuitive, device-optimized user experience. An extensible integration model supports integration to enterprise or 3rd party data sources or leverages existing web self-care solutions. MCSS can typically be launched hosted or on-premise within 6-8 weeks.
As a hosted solution requiring no on-device application, MCSS for Airlines overcomes many of the internal, organizational and IT barriers to rolling out new services inherent in most Airlines. A phased introduction of mobile self-care features initially focused on those requiring a minimal amount of an Airline’s marketing or IT resources to deploy, allows Airlines to quickly begin realizing benefits including:
- A reduction in monthly customer care costs - adding mobile customer self service to existing customer care channels can decrease an Airline’s customer service costs. Many basic queries can be deflected to an intuitive mobile self-care channel allowing live agents to focus on customer queries that require agent attention.
- Improved customer satisfaction and retention – MCSS for Airlines provides an attractive, intuitive customer care channel available whenever and wherever customers need it. Customers can quickly access basic passenger services increasing satisfaction, improving loyalty and without engaging more expensive Call Center and IVR resources.
- Increased revenues through up-sell opportunities – MCSS for Airlines offers similar revenue generating services as kiosk or web channels, such as premium seat reservation, confirmed upgrades and flight changes, and daily Airline lounge passes.
Key Features
- Rich mobile website – no device software to install and manage!
- Complete and immediate support for every mobile device
- User Interface dynamically optimized to maximize the customer’s experience on their particular mobile device
- Extensible integration model for integration with Airline and 3rd party data sources
- Branding consistent with existing website
- No change to Airline’s current IT infrastructure
- Cross-sell and up-sell capability
- Extensive reporting and analytics
- 24x7 customer access
- Multiple language support
