Air Canada as e-service success story?
Nov 21, 2001, 8:07 am
#1
Original Poster
Join Date: Jul 2001
Location: Europe
Posts: 2,014
Air Canada as e-service success story?
Funniest thing from my inbox I read all day:
In a tough economy, you can't afford to replace customers so your service needs to be excellent. But you also need to control costs. eService lets you do both.
Internet customer service, also called eService, works by shifting repetitive customer inquiries from a live customer
service agent to an eService Web site. Since finding an answer online is instantly gratifying - no waiting on hold or for an email reply - customers actually prefer helping themselves. Reducing incoming questions allows CSRs to quickly handle the remaining few needing live assistance.
eService allows you to:
* slash incoming email and phone calls
* provide faster customer service
* reduce shopping cart abandonment
* retain more customers
The results from eService aren't just a theory. Over 1100 companies worldwide including Air Canada, Ben & Jerry's,
Sanyo, Black & Decker, Motorola, Pitney Bowes, the Social Security Administration, and Sprint successfully use eService from RightNow Technologies. Many see an ROI in just six weeks.
The rapid, widespread adoption of RightNow's eService Center made the company the second fastest growing ndependent software firm in the United States last year.
Well, isn't that nice??
In a tough economy, you can't afford to replace customers so your service needs to be excellent. But you also need to control costs. eService lets you do both.
Internet customer service, also called eService, works by shifting repetitive customer inquiries from a live customer
service agent to an eService Web site. Since finding an answer online is instantly gratifying - no waiting on hold or for an email reply - customers actually prefer helping themselves. Reducing incoming questions allows CSRs to quickly handle the remaining few needing live assistance.
eService allows you to:
* slash incoming email and phone calls
* provide faster customer service
* reduce shopping cart abandonment
* retain more customers
The results from eService aren't just a theory. Over 1100 companies worldwide including Air Canada, Ben & Jerry's,
Sanyo, Black & Decker, Motorola, Pitney Bowes, the Social Security Administration, and Sprint successfully use eService from RightNow Technologies. Many see an ROI in just six weeks.
The rapid, widespread adoption of RightNow's eService Center made the company the second fastest growing ndependent software firm in the United States last year.
Well, isn't that nice??
Nov 21, 2001, 9:39 am
#5
Original Poster
Join Date: Jul 2001
Location: Europe
Posts: 2,014
As far as "customer service" goes? How about the University of Michigan's announcement that the Social Security Administration received an 84 in the most recent American Customer Satisfaction Index Survey (ACSI). This score, one of the highest in Federal Government, is two points higher than SSA earned in 1999 and 13 points higher than the private sector index.
And (ahem) U.S. Airways, how did they rate?
And (ahem) U.S. Airways, how did they rate?
Nov 21, 2001, 9:45 am
#6
Original Poster
Join Date: Jul 2001
Location: Europe
Posts: 2,014
And didn't they also get an award from the Government Performance Project (Syracuse University's Maxwell School of Citizenship and Public Affairs, the Pew Charitable Trusts, Government Executive Magazine, Governing Magazine)??
Nov 21, 2001, 8:07 pm
#9
Join Date: Sep 2000
Location: YYZ/YHM/BUF
Programs: AA Plat, HH Gold, MR Plat
Posts: 4,212
Apparently the US Social Security Administration has a higher Customer Satisfaction Index than all the US carriers. Does this mean in order for them to receive better ratings, they should use the eService technology adopted by Air Canada?