Customer Happiness focus in new AirAsia Customer Care

by on March 7, 2018

Customer Happiness is to be the new name for the AirAsia customer service team. This new initiative is a response to the recognition that despite various digital era options, customers want more personalised service. To achieve this objective, AirAsia has teamed up with global customer relationship management leader Salesforce to improve customer experience.

The plan to build Customer Happiness

The new Customer Happiness support will be available across  eight countries, giving AirAsia service agents a single view of all cases from all support channels. Regardless of the type of contact – web, phone, email, live chat or airport communications, the complete history will be available. This will enable the raising of the level of 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. AirAsia Group CEO, Tony Fernandes

He added that Salesforce underpins the company’s customer focused  approach as it gives AirAsia a complete view of their guests across all channels. All queries are to be addressed through these available channels.

What’s on offer?

Support is available in eight languages – English, Bahasa Malaysia, Bahasa Indonesia, Thai, Vietnamese, Chinese (Simplified and Traditional), Japanese and Korean. However, not all channels are available in all languages.

The airline 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.

The Salesforce Community Cloud powers the AirAsia support community in eight different languages. This empowers guests to self-serve more effectively, with a knowledge database.

This enables AirAsia to

  • boost service standards,
  • raise productivity levels and capabilities of their service agents and
  • continue raising the bar for the airline industry

…. In today’s competitive landscape, airlines need to be attuned to customers’ needs, sometimes before they know it. …….. Salesforce is uniquely positioned to help Air Asia on its journey to customer centricity and is proud to be its strategic technology partner. Mark Innes, EVP and General Manager, Salesforce Asia Pacific

Choose your preferred customer support method at AirAsia customer support. Apart from FAQs for various areas, they have links for Live Chat, Twitter, email and call centres. 

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