Facilitating the full customer journey
HGS facilitates comfortable travel and a better customer experience.
HGS helps customers in making reservations, rebooking flights, cancelling flight bookings, providing options in event of flight schedule disruptions, adding and removing extra available amenities, explaining policies, sending text messages and placing outbound calls to customers during flight schedule disruptions, load- balancing for overbooking, PNR validation with outbound calls, click to call, and retargeting.
Using a CRM widely accepted in the aviation industry helps HGS deliver quality services. We also use a ticker, which is linked to the client’s knowledgebase on the floor, to update agents about situations like local bad weather and changes in flight timings.
We developed a new IVR tree aimed at identifying, resolving, and recording calls received pertaining to different travel agencies. This helps to distribute staffing evenly. HGS has also developed a dashboard for the client that tracks and records data on the customers who have been informed of flight cancellations. We source data on flight schedules from all major airports in India and inform customers using the client’s platform. Any omission or incorrect processing of these schedules will cause inconvenience to customers, negatively impacting customer experience and leading to loss of revenue for the client.
Since the client is a low-cost domestic airline, there are some services that are charged, unlike international flights. We cross-sell and upsell add-on services such as in-flight meals, extra baggage payment options, and seats with extra leg space.
Providing multi-area support has helped us significantly improve overall service levels and productivity for the client. The dashboard usage has led to reductions in the instances of customers complaining that they were not informed about the flight cancellation after they reached the airport and asking to be booked on the next flight. This has contributed to better customer experience and satisfaction.