New Research Underscores Need for Digital-First Engagement as Airline Passengers Navigate More Complex Customer Journeys
Study Examines Airline Communications Challenges
Verint's research reveals a remarkable 300% increase in airline customer communications amid a significant drop in global flight volumes, which are currently at only 20% of pre-pandemic levels. This surge, attributed to issues like cancellations and refund requests, highlights the urgent need for airlines to modernize support systems. The study emphasizes a shift towards digital engagement and predicts a potential 15x growth in conversations on private messaging channels as travel rebounds.
- 300% increase in airline customer communications amid flight volume drop.
- Potential for 15x growth in customer conversations on private messaging channels.
- Flight volumes at only 20% of pre-pandemic levels.
- Antiquated support systems leading to overwhelmed contact centers.
Study Provides an Inside Look at the Airline Industry’s Consumer Communications Challenges During a Period of Unprecedented Disruption and the Need for Transformation
Customer Communications Are Up 300 Percent, Even Though Global Flight Loads Are Only One-Fifth of Pre-Pandemic Volumes
The research provides an inside look at the airline industry’s consumer communications challenges during a period of unprecedented disruption and the need for transformation. As the airline industry begins to rebound and rebuild, it is “landing” in a radically new world of customer engagement challenges.
Since the onset of the COVID-19 pandemic, travel has become a more complex customer journey ‒ fraught with new questions, concerns, and high-flying anxiety levels. Meanwhile, cost-cutting measures over the past decade have left many airlines with antiquated support systems and overwhelmed contact centers ill-equipped to handle the surge.
Additionally, significant channel shift has taken place over the past two years, with consumer preference growing for use of third-party messaging services such as Apple Business Chat, Twitter, WhatsApp and more.
Verint’s Guide to Digital-First Engagement for the Airline Industry explores the fundamental changes experienced by the airline industry since
“Technology will increasingly change the way we fly, and airlines must change their focus from cost containment to customer centricity,” says
“Leaders in the industry need to commit to a wholesale shift in strategy. Innovation requires airlines to look beyond the obvious, via an in-depth and 360-degree view of customer needs. This entails first understanding customers, and then building the operations, processes, information, and tech necessary to deliver on their needs,” Kirstel continues.
The report provides several recommendations for airlines:
- Develop a digital-first engagement strategy with proactive analysis of customer conversations to understand trends. This enables deployment of the right automation in the right channels to scale effectively while still retaining efficiency, effectiveness and customer satisfaction.
- Consider integrating private messaging channels to support the shift in consumer behavior toward digital channels. These channels enable the brand to build rich asynchronous experiences that can manage consumer issues all the way to resolution.
- Employ intelligent automation by building Intelligent Virtual Assistants (IVAs) to reduce agent workload and address high-volume customer intents.
“A digital-first engagement strategy ensures that regardless of customer demand, brands can provide a superior customer experience across the channels customers want to use most,” says Verint’s
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Media Relations
amy.curry@verint.com
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