CUSTOMER: Norse Atlantic Airways
New airline Norse Atlantic Airways offers cheap long-haul fares, especially between the United States and European countries. Efficiency is Norse's business focus as a low-cost provider in the dynamic and unpredictable travel and tourism industries. Norse strives to control costs while providing unparalleled customer service and enabling more travel.
The new airline Norse Atlantic Airways offers cheap long-haul fares, especially between the United States and European countries. Efficiency is Norse's business focus as a low-cost provider in the dynamic and unpredictable travel and tourism industries. customer service and enable more trips.
It offers seamless omnichannel customer service, enabling users to contact customer service before, during, and after the flight through channels such as social media, voice, and email, and integrates seamlessly with Norse's online marketing solution.
Norse implemented an omnichannel customer service solution that saves time and is easy to use for employees with little or no training. Regardless of which channel the consumer used to communicate with Norse, customer service agents can respond to customer queries instantly through a single, consolidated channel inbox.
"We chose this solution because it would give us a single tool to interact with and receive messages from clients," explains Hodges. that we would be capable of receiving those communications and, crucially, promptly replying to them on whatever contact medium is best for our clients.
Hodge wants the majority of consumer complaints to be resolved via self-service, utilizing integrated skill sets, and through online communication, saving voice for trickier situations.
Furthermore, employees have access to a knowledge base and are aided by prefabricated responses, which provide them with pre-written answers to frequently asked questions in a single click, saving them time by eliminating the need to create new responses from scratch.In addition, this makes it simple for the customer service, commercial, and advertising departments to work together and exchange insights, resulting in a seamless, integrated customer journey for Norse passengers.
According to Hodges, we keep emphasizing that Norse is a people company; we remain in control of our consumers. We placed great importance on selecting a provider that would give us excellent customer service and make it easy for us to manage digital customer service and advertising on one integrated platform.
Hodges says that with proactive communication skills, he and his staff have a deep understanding of what consumers are saying about Norse and what customers are saying about Norse. As a result, you can work with your team to develop a customer and support approach based on real-time data collected from the social media platforms where brand advocates are chatting.
Norse was capable of streamlining workflow and establish a structured procedure by:
Implementing a cutting-edge customer care offering across all of its main customer interaction touchpoints in less than ten minutes.
Allowing staff to access all tickets on a single dashboard, including those from email and social media platforms.
Provide consumers and employees with a trusted self-service option through SEO-friendly capabilities to help them resolve issues faster. "I was able to get the program, access it over the internet, and start using it essentially right away as if I were an experienced user," he added, demonstrating how easy the application is to use. It was really easy and simple to use. Imagine it resembling an email inbox.