GLOBAL – MARCH 2011 – Budget carrier AirAsia is working with Eptica, a leader in multi-channel customer interaction management software, to put customer service at the heart of its online and social media strategy.
AirAsia has integrated Eptica’s customer Self-service software into the company’s website to provide customers with immediate answers to their questions. AirAsia has also integrated Eptica Self-service into its Facebook pages so that users of the social networking site can ask questions directly from Facebook and receive the information they need through that channel.
“We have always been able to differentiate our service by really understanding our customers. The technology from Eptica is enabling us to build on that insight and will help ensure that we continue to meet their needs,” said Kamarulzaman Ahmad, Regional Head of Strategy, Innovation and Customer Experience.
Eptica Self-service has been deployed to make it as quick and easy as possible for customers to access the wealth of information they require. It uses an advanced ‘meaning based’ search engine and self-learning knowledgebase to provide visitors with immediate online answers to questions that they can ask in their own words. Customers can find the information they need faster and therefore only need to call or email if they require greater detail or more in-depth assistance.
Launched in 2001, AirAsia’s network spans approximately 70 destinations across Asia Pacific, the Middle East and Europe. The company has carried more than 100 million passengers since its launch in 2001, with most of its sales coming via internet bookings. Known for its pioneering approach, AirAsia was the first airline in its region to implement a fully ticketless air travel system.
“People often go to social media sites to get updates on offers and information from a company and when they want to vent as a result of a bad experience. Integrating Eptica’s Self-service into a company’s Facebook page makes it easier for customers to get timely and accurate answers to the questions they have, which should help address concerns of customers before they post any negative comments,” said Olivier Njamfa, CEO, Eptica.
