Qualtrics XM

Using Qualtrics, MIA Digital Marketing Team Reduced Mean Resolution Time to Just Minutes 10% more travelers are passing through the airport compared to pre-pandemic.

Qualtrics, a leader and creator in the Experience Management (XM) category, announced that Miami International Airport (MIA) chose Qualtrics Social Connect to help with customer service inquiries and monitor social channels in turn with “Mia.” announced that it has developed an award-winning chatbot called Anticipate traveler questions and needs before they arrive at the airport. Recognized as JD Power’s Highest North American Mega Airport for Passenger Satisfaction in 2021, MIA Reduces Mean Customer Service Resolution Time to Less Than 10 Minutes and Keeps Travelers Up-to-date on Pandemic and Beyond I was able to.

“Digital customer support has become a priority for many businesses during the COVID-19 pandemic. Miami International Airport has demonstrated how important it is to maintain effective communication with travelers.”

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Mia automates responses to customer service inquiries and COVID-19 concerns

The air travel industry has been hit hard by the pandemic as travel restrictions have grounded planes and emptied gates. Ever-changing travel guidance and safety requirements have led to a flood of questions from concerned passengers, with many turning to his social media platform with inquiries, threatening to overwhelm his team at the airport. .

In early 2020, as the pandemic escalated, MIA’s digital marketing team used Qualtrics Social Connect to develop the Mia chatbot to quickly provide answers to travelers’ most frequent questions related to the pandemic in both English and Spanish. I programmed. Almost immediately, the airport cut the number of inquiries on social channels by almost half, freeing up social teams to respond more quickly to more complex passenger requests.

MIA Director and CEO Ralph Cutié said: “With our award-winning chatbot auto-response and all-informing social listening capabilities, our team can quickly focus on the needs of our most important customers, anticipate information they can proactively share, and improve their travel experience. It can make the biggest difference to people’s experiences.”

Equipping digital teams with data to better meet traveler needs during the busy 2022 travel season

Now, as passengers return to the skies in droves, the travel industry is struggling with post-pandemic resilience. MIA uses social analytics to stay up to date. The MIA Digital Marketing team will continue to use Qualtrics Social Connect to analyze inquiries received via social channels and the Mia chatbot, inform what is being shared on airport websites and social media properties, and provide feedback on how MIA travels. We anticipate customer problems so we can respond more quickly. During destructive events such as major storms and ground outages.

By combining Qualtrics Social Connect with XM Discover’s advanced conversational analytics, airports can analyze mentions, keywords, engagement, reach and comments. After discovering that passengers were frequently asking about parking availability and fees, the MIA Social Team now alerts travelers via chatbots and social channels when parking availability is low. We are proactively warning and urging passengers to use alternatives to the airport during busy travel weekends.

Chatbots handle the vast majority of traveler questions, but many still require agent assistance.The Customer Care team uses data from Qualtrics Social Connect to provide approved scripts and customer Create responses with links to relevant information that are automatically populated based on the question’s keywords, saving agents time to respond quickly to customer needs. With 10% more passengers flying from MIA in 2022 than he did pre-pandemic, this solution is essential to maintaining smooth operations at the airport.

Fabrice Martin, Head of Product, Qualtrics Customer Care, said: “With Qualtrics Social Connect, MIA is better understanding and fulfilling traveler expectations and demands for timely updates and customer service, building loyalty and trust during a difficult time for the industry.”

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