The airline, which has renamed its customer care team to Customer Happiness, is set to 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”.
Under the partnership, AirAsia says its service agents now have a single view of all cases from all support channels – web, phone, email, live chat, airport communications – and their complete history, allowing them to provide higher levels of personalised service.
The Salesforce Community Cloud powers the AirAsia support community in eight different languages and empowers guests to self-serve with a knowledge database, which the airline says allows it to boost service standards and service agent capabilities.
“In today’s competitive landscape, airlines need to be attuned to customers’ needs, sometimes before they know it. AirAsia is a shining example of a customer-centric company constantly pushing the envelopes of innovation,” said Mark Innes, EVP and General Manager, Salesforce Asia Pacific.
“Salesforce is uniquely positioned to help AirAsia on its journey to customer centricity and is proud to be its strategic technology partner.”
AirAsia recently appointed a Customer Relations Manager based in Sydney, dedicated solely to the Australia and New Zealand markets.