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 Case study (PDF) |
- The airline was growing and wanted to reinforce their commitment to delivering excellent customer service
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- Deployed customer experience management to gain an overall view of the customer experience from the customer’s perspective
- Implemented self-service knowledge management solution to provide customers the answers to frequently asked questions
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- The customer care center saw faster agent response time and increased agent productivity
- Customers answered their own questions using the self-service tool. Agents quickly answered questions not covered by the solution.
- WestJet was named Canada’s most respected company for customer service two consecutive years
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