Posted on August 28, 2017 in Live Chat Software

Airline Customer Service

Smart phones, smart homes, nanotechnology-all are incredible technology. However, in my opinion, the most amazing technology that exists is not something new. It is not something even developed in the last decade. Or even in the last 100 years (okay, cutting it close at 103 years, January 1914). This was the first date of commercial flight. For leisure, vacations, business, weddings, funerals and a thousand other reasons people have taken to the skies to travel. Combining the facts that most of the things that require a flight are time sensitive and that tickets aren’t cheap, people want to make sure that their issues, questions and concerns are addressed and taken care of. Airports and airlines have to provide incredible customer service in order to stay competitive.

Kudos to Delta® Airlines*

In a recent article by Engadget, a new customer service experience is discussed,

“Airport stations that let customers video chat with a service representative. Delta® has opened up a test kiosk of five screens in Ronald Reagan Washington National Airport (DCA) for customers to chat with an airline representative on everything from reservations to feedback. The design also lets you type out messages if you feel better ranting over text. In other words, it’s the same kind of text-and-video customer support that online companies have been doing for years. Delta® will review the kiosk’s usefulness before building more of them, but at least folks suffering travel difficulties could access these right in their terminal. It beats angrily tweeting the airline when things go south.”

Delta® is taking a big step in improving the customer experience.

*(Disclaimer- BirdSeed has absolutely nothing to do with the Delta Kiosks in any way and have zero affiliation with the airline-we just think what they are doing is cool enough to discuss it)

Airline/Airport Customer Support & BirdSeed

Reservations needed, missed flights, weather delays and so many more issues are part and parcel of running an airline. Text and video customer support offer a way for an airline company that most other technologies can’t replace-human interaction. Customers want to feel like they matter, their issue is being handled. Although BirdSeed has absolutely nothing to do with the Delta Kiosks in any way and have zero affiliation with the airline, we do see the same importance in connecting with an audience in they way they want to be connected with and making them feel important. This is the impetus of us offering video live chat. If done well, it can be great for airlines or any other business. Let us examine three reasons it is effective.

Three Reasons Live Chat Is Effective

1) Video Chat allows an authentic online interaction.

Numerous studies about sales, neurolinguistic behavior, psychology and other fields have proven how important body language is in communication and interpretation. Video chat transforms the customer experience from that of customer to machine, to human to human. This experience makes a single-serving connection between the customer and your brand authentic and personal, often leading to a repeat customer or brand advocate.

2) Live Chat Is Convenient

BirdSeed Live Chat Software Allows You To Meet the Customer Where They Are At

BirdSeed allows you to communicate with the customer in the way they would like (still in line with your preferences and business model, of course). You can choose to enable several methods of communication with the customer/client.

Here are some of the tabs available:

Call Us

Allows you to provide your audience with a direct phone number to contact you before, during or after a chat with an operator. You can choose to display this Tab during business hours and track results of calls.

Schedule Meeting

Provide website guests with a way to schedule a meeting before, during or after a live chat based on the days and time you choose. You will be notified of all scheduled meetings and product demonstrations requested.

Traditional Text Live Chat

For times when you are unable or choose not to provide real-time video support to your website visitors, you are always able to provide traditional text chat, as well as providing varied means of support- ie. weblinks, white papers, instructions or anything else appropriate to your company.

Real-time Video Responses

Using our Patent-Pending technology, engage all of your website visitors by responding real-time with instant recorded responses creating a personal connection with your guests and increasing engagement

(How is this different than One Way Streaming Video Chat? Some companies allow you to video chat with them and don’t force the website visitor to turn on their microphone or mouse… only they do.  The problem with that?  It’s AWKWARD!  Imagining having an employee just sitting there while someone stares at them and waiting to see if they type a question.  Frankly, it may even feel creepy.  Just as importantly – if the chat operator is having to sit there in that “chat” waiting for a response, they are unable to attend to multiple chat’s which we allow for.  No need to awkwardly sit in front of camera…simply respond to one or many responses by website visitors and even re-record your response quickly if it wasn’t exactly what you want to respond with!)

3) Live Chat Shows That You Care Enough About Your Customers To Invest in Them

The modern customer wants to be made to feel important, feel like they are more than a number on a sales tracking platform and to have an overall good experience. BirdSeed live chat can be embedded easily into almost any website.

These are only 3 out of the multitude of reasons how live chat can help your business.

No matter whether you are a large or small business, in the airline field or something else, BirdSeed can be a great tool for you. Our video chat software is affordable and incredibly easy to implement. Contact us today to learn more about how we can increase sales and enhance the customer experience.


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