How Finnair and Ultimate navigated Covid-19
Faced with a 600-900% surge in queries, Finnair leaned on their multilingual chat automation solution to maintain premium customer support without missing a beat.
Allow your customers to add a bag, upgrade a room, check on a flight status or change ticket dates with ease.
Process payments directly in conversation and provide opportunities for your travelers to pay for add-ons and upgrades.
Resolve login problems and allow customers to update their personal details like password, telephone number or email address without any agent involvement.
Lost baggage? Check-in issues? Can’t find the tour guide? No problem. Deliver immediate, multilingual, 24/7 support and escalate complex queries to agents when necessary.
Personalize response regarding any charges or allowances when requesting additional baggage.
Customers want to add additional baggage to a booking that they've made and contact support to ask how to do this.
Check the baggage allowance for a specific flight, using a custom integration. Give a personalized response dependent on the ticket purchased.
Embed a review form directly into chat widget to increase number of reviews.
Many businesses rely on reviews from their customers, but it can be challenging to encourage them to do this via a third party website.
Embed a Trustpilot review form at the end of a dialogue that has reached a resolution. This removes the need for customers to navigate to the Trustpilot webpage in order to leave a review, which in turn increases the number of reviews that will be received.
Personalize response and process any additional charges that might apply.
Customer contacts support to request to change their flight, an interaction that requires potentially multiple touches and therefore can create a poor experience if there is no opportunity to get an immediate response.
Check the customer's booking details, using a custom integration, to see if any charges apply. Give the customer an immediate, personalized answer, update the information in the backend systems and process any additional charges that might apply.
Take your travel CX to the next level with AI.