It is 2022, which means there is no longer any excuse for poor customer service. Gone are the days of spending hours on hold to an airline when you need to get in contact about your booking; the face of customer service has changed to become instant and accessible. The #TimeToAviate campaign from Call Care looked at customer service across 10 airlines and airports, to determine who was able to offer the very best when it came to customer care. Here are three findings from the campaign that you can utilise to offer great customer service.

Be accessible on social media

We are living in the golden age of social media, which makes all companies accessible at the customer’s fingertips. Not using social media properly can be the downfall of a company, so a good team who are responsive to customers’ needs is essential. The #TimeToAviate campaign found that Twitter was the best way to contact your airline, however EasyJet and British Airways did not respond on any form of social media, leaving them with a huge gap in the customer service that they offer.

Offer a live chat feature

While some customers don’t have time to sit and wait for a phone call – or they simply don’t want to make a call – the live chat feature is a great alternative because the customer wants to feel like they are having their issue dealt with then and there. Of 10 airports that were surveyed in the campaign, only Stansted and Manchester airports actually replied on their live chat feature, which shows that there is a huge gap in this function being used properly.

Let customers talk to a human

As a customer, nothing is quite as frustrating as when you are trying to resolve an issue and the automated bot feature doesn’t understand what your issue is or who you need to be speaking to. While using AI technology is a great way to streamline processes, ensure that you are not allowing it to take over when it comes to offering great customer service.

What do you look for in good customer service? Share your thoughts in the comments below.

Georgie

Georgie – twenty something content creator based in Yorkshire, writing about all things pretty in life