AirAsia revamps customer care for digital era with Salesforce
World’s best low-cost airline teams up with Salesforce to lead the way in airline customer experience
AirAsia today announced it has chosen Salesforce (NYSE: CRM), the global leader in customer relationship management, to be its strategic technology partner as the airline revamps its customer care for the digital era across eight countries including Australia and New Zealand.
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 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 personalised service.
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 and service agent capabilities.
AirAsia Group CEO Tony Fernandes said, “This year, our focus is on making our guests happy by placing their needs at the centre of everything we do. Salesforce is the heart of this customer-obsessed approach as it gives us a complete view of our guests across all customer touch points, allowing us to deliver 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.”
“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,” said Mark Innes, EVP and General Manager, Salesforce Asia Pacific.
“Salesforce is uniquely positioned to help AirAsia on its journey to customer centricity and is proud to be its strategic technology partner.”
AirAsia also recently appointed a Customer Relations Manager based in Sydney, dedicated solely to the Australia and New Zealand markets.
Guests can contact our Australian Customer Relations Manager or the Customer Happiness team via Live Chat, Twitter, email and call centres listed at https://support.airasia.com