KUALA LUMPUR: AirAsia Group has selected New York-listed Salesforce to be its strategic technology partner as the airline revamps its customer care 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.
AirAsia Group chief executive officer Tan Sri Tony Fernandes said Salesforce is at the heart of the customer-obsessed approach as it gives the company a complete view of its guests across all channels, allowing it to deliver a faster, more personalised service.
“Complaints are free market research. Someone took the effort to write to you to tell you where things went wrong and how they should be improved.
“These are things that companies pay a lot of money for consultants to tell them that same thing so we treat every complaint preciously. I strongly urge our guests to make full use of the official support channels below for the fastest resolution by our amazing customer happiness team led by Mimi Phua,” he said in a statement.
Salesforce Asia Pacific EVP and general manager Mark Innes said in today’s competitive landscape, airlines need to be attuned to customers’ needs, sometimes before they know it.
“AirAsia is a shining example of a customer-centric company constantly pushing the envelopes of innovation.
“Salesforce is uniquely positioned to help Air Asia on its journey to customer centricity and is proud to be its strategic technology partner,” he said.
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.
Guests can contact AirAsia customer support via Live Chat, Twitter, email and call centres listed onhttps://support.airasia.com.
Support is available in eight languages - English, Bahasa Malaysia, Bahasa Indonesia, Thai, Vietnamese, Chinese (Simplified and Traditional), Japanese and Korean.