iQor’s Concierge Program Boosts NPS 105% for US Airline

Strategic concierge support with iQor elevates customer experiences and employee satisfaction.

Why iQor?

With a proven track record of success, strategic analytical insights, and a commitment to regulatory compliance, iQor was well positioned to help a major U.S. airline design and implement a concierge program to significantly improve customer experience and operational efficiency. 

iQor stands out as a trusted advisor with a strong reputation for integrating technology and fostering a customer-centric culture. Our expertise in rapidly deploying digital solutions, providing multilingual customer support, and delivering comprehensive service models makes us an ideal partner for ambitious CX optimization goals for the airline industry and beyond.

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Success Snapshot

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Read on for the story that led to these exceptional results. 

Background 

To optimize resources, boost performance, and address evolving customer preferences, a leading U.S. airline initially phased out voice as a customer experience channel across all its platforms. In 2023, the airline achieved its chat deferral target of over 50% five months ahead of schedule, demonstrating the implemented system’s efficiency. The transition included 2:1 chat concurrency during steady state and 3:1 during ramps. Following the successful implementation of widespread chat, the airline, in partnership with iQor, planned to refine their customer experience strategy to specifically address the needs of loyalty program customers and those with imminent travel up to the next two days. 

Business Opportunity

This proactive approach led to the development of a concierge program prioritizing customers with upcoming travel within 24 to 48 hours and those holding a priority flyer number. iQor leveraged its expertise and strategic collaboration with its technology partners to develop a hybrid omnichannel CX model with inbound and outbound communications tailored for the airline client. 

Solution

 iQor’s comprehensive customer experience management solution integrates various tools for contact center operations, offering features such as omnichannel inbound and outbound routing, workforce optimization, analytics, and automation. iQor’s deep integration with the client’s systems facilitate collaboration between our CX applications and the airline’s CRM, IVR and chatbot systems, enabling real-time data exchange and process automation. This tight integration ensures smooth, reliable, and scalable operations, allowing the airline client to deliver personalized and efficient customer service across multiple communication channels, achieving a 105% jump in NPS.

Inbound Call Handling

Inbound callers are first screened to identify customers with flights within 24 to 48 hours or those holding a priority flyer number. They are provided two options to resolve their issue through IVR and chatbot. This prioritization ensures customers with urgent travel needs or who are members of the airline’s customer loyalty program receive prompt voice interaction, helping mitigate potential travel disruptions and reinforcing their value to the airline. Inbound calls are serviced in both English and Spanish based on the airline’s customer base, accommodating a wider range of customers and broadening service inclusivity. 

Outbound Callback Requests

iQor’s CX applications work with the airline’s chatbot and IVR systems to set up outbound callback requests, ensuring these callbacks are made within 24 hours. This feature provides flexibility and convenience, giving customers an option that best fits their schedule and provides expeditious assistance.  

Coaching Agents for Concierge Services

Agents are coached to provide top-tier concierge services, focusing on empathy, quick problem-solving, and personalized service. Regular role-playing exercises and real-time feedback sessions help agents improve their customer interactions, while advanced training on the airline’s systems and policies enable them to navigate complex issues efficiently. Integrating iQor’s omnichannel CX applications facilitate:

• Real-time data exchange. Facilitating instant data transfer between the IVR, chatbot, and agent systems ensures seamless customer experiences by providing accurate and up-to-date information, maximizing overall efficiency. 
• Automated call routing. Efficient call routing and callback requests for priority customers ensure high-value clients receive prompt and personalized service, leading to improved customer satisfaction and loyalty. 
• Customizable workflows. Tailored interaction workflows meet the airline’s specific customer needs to deliver personalized and relevant service.  

Results

The concierge program significantly impacted the client’s key service metrics and delivered broader benefits:

iQor’s Expertise in Integrating Digital Solutions 

iQor architected the concierge program for this airline client, seamlessly integrating an optional digital self-service option for the customer. Through analysis and innovative design, iQor developed workflows that strategically reenable a combined digital and voice concierge solution.  

Our approach is grounded in a deep understanding of the balance between automation for efficiency and quick issue resolution while providing access to live voice support when the customer needs it. Leveraging our accumulated process knowledge, we efficiently and cost-effectively design digital self-service and voice customer support systems, ensuring an optimal blend of automation and human expertise to enhance the customer experience.

Broader Benefits to the Airline 

In addition to the results listed above, the concierge program has yielded several broader benefits that significantly impact the airline’s overall performance. Strengthened relationships with key customer segments have resulted in increased loyalty and repeat business. iQor’s proactive adjustments to capacity in response to chat volume declines ensure optimal resource efficiency. Furthermore, aligning with regulatory expectations for customer care enhances the airline’s standing with regulators.