Elevating Airline Travel: Transforming Customer Experience with the Webex Web SDK!
September 18, 2024
Waiting in long queues for customer service can be a traveller's worst nightmare. But what if you could get instant help with just a scan of your phone? Traditionally, airlines have relied on standard customer service methods, such as in-person help desks and phone support, to address passenger inquiries and issues. However, these methods often lead to long waiting times, with passengers sometimes being on hold on the phone for hours, causing frustration and dissatisfaction. A large airline, known for its long-standing presence in the aviation industry, has always been at the forefront of adopting advanced technologies to improve these interactions.
To further enhance customer satisfaction and streamline the travel experience, this airline approached Cisco for innovative solutions. Cisco's expertise in advanced communication technologies provided the perfect partnership to revolutionize the way passengers receive assistance.
Imagine Sarah, a flyer at the JFK Airport, rushing to board her flight. She suddenly realizes she has extra baggage and needs assistance. Instead of standing in long queues, Sarah opens her phone, scans a QR code present in the airport, and is instantly connected to a customer service agent via a Webex Meeting. Within moments, she receives the guidance she needs, making her journey smoother and more enjoyable. This blog explores how the airline leverages the Webex Web SDK to provide real-time, seamless customer service interactions at airports, enhancing the travel experience for their 140 million passengers annually.
The Challenge
Coming back to our passenger, Sarah. On one occasion, she discovered her flight had been cancelled upon arriving at the airport. Traditional customer service methods, such as in-person help desks, were inefficient and slow, leaving her and many others frustrated and dissatisfied as they scrambled to rebook or reschedule their flights. The airline recognized that these issues negatively impacted their reputation and overall customer experience, highlighting the urgent need for a more sophisticated solution to address these challenges.
The Solution
To address these challenges, a Cisco partner was able to implement a powerful solution for the large airline using the Webex Web SDK. It provides "Real-Time Video Assistance," allowing passengers to initiate video calls (via a Webex meeting) with customer service representatives directly from their mobile devices or airport kiosks. This face-to-face communication leads to higher customer satisfaction and faster time to resolution, as agents can address issues more effectively and passengers feel more personally attended to.
Consider our airline traveller, Sarah, who urgently needs to talk to a customer representative. Now, instead of waiting in the queue, Sarah does the following:
- She uses smartphone to scan a QR code present at multiple locations at the airport.
- This redirects her to a web app, and she gets connected to an agent immediately through a Webex meeting.
- Sarah then proceeds to ask her query to the agent and receives the prompt response.
- Once she is satisfied with her response, she simply ends the session.
Outcomes
The solution generated the following outcomes:
- It improved the customer experience for the airline flyers, who can now access support from any location and do not need to wait in physical queues.
- As of today, the airline has over 192K monthly active users who are benefiting from the use of the Web SDK.
- The solution also powers 370K meetings on a quarterly basis.
Conclusion
This integration of the Webex Web SDK is a testament to their dedication to innovation and customer satisfaction. By leveraging cutting-edge technology like the Webex SDK, the airline has set a new standard for customer service in the aviation industry. As they continue to evolve and enhance their offerings, passengers can look forward to an even more seamless and enjoyable travel experience.
Interested in revolutionizing your customer service? Explore the Webex Web SDK today!
References
For more information, see the following resources: