As the leading low cost carrier in the region looks to revamp its customer service across its, AirAsia has chosen to work with American based Salesforce as its strategic technology partner for the digital era.
The airline, which has renamed its customer care team to Customer Happiness, will deploy Salesforce Sales Cloud, Service Cloud, Marketing Cloud and Community Cloud as part of its strategy to create faster and more personalised service for its customers.
AirAsia service agents across eight countries now have a single view of all cases from all support channels – web, phone, email, live chat, airport communications – and their complete history, allowing them to provide higher levels of personalized service.
The Salesforce Community Cloud powers the AirAsia support community in eight different languages and empowers guests to self-serve with a knowledge database, allowing AirAsia to boost service standards, raise productivity levels and the capabilities of their service agents and continue to raise the bar for the airline industry.
“This is the year we focus on making our guests happy. This means placing customers and their needs at the centre of everything we do. Salesforce is the heart of this customer-obsessed approach as it gives us a complete view of our guests across all channels, allowing us to deliver a faster, more personalised service said Tan Sri Tony Fernandes CEO AirAsia.
AirAsia take complaints very seriously and urged customers to make full use of the official support channels the airline offers.