CheapOair Humanizes Technology with In-App Customer Service

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Despite our innate affinity to journey all over the world, travel can often become complicated. Between scheduling flights and navigating terminals, getting from point A to point B isn't always easy. However, for CheapOair, mobile technologies have enabled the online booking site to provide customers with consistent, personalized service no matter their method of choice.
Mobile Engagement

Despite our innate affinity to journey all over the world, travel can often become complicated. Between scheduling flights and navigating terminals, getting from point A to point B isn't always easy. However, for CheapOair, mobile technologies have enabled the online booking site to provide customers with consistent, personalized service no matter their method of choice.Though CheapOair's mobile app mirrors the website, as its primary feature remains the ability to search for and book flights, hotels, and rental cars, this tool offers added convenience by allowing customers to schedule travel arrangements from any location on any device. CheapOair's mobile app also permits customers to add ancillaries, such as checked bags and in-flight meals, access airport terminal maps, and check the status of their flight. Beyond these basic capabilities, however, the CheapOair app also provides customers with direct access to its customer service line so travelers can call an agent and have all their questions answered by an actual human.

"While travelers appreciate the flexibility and ease of searching for flights online or while using the app, for complex and expensive itineraries, such as international trips or travel with infants, they appreciate the confidence of booking with a trained travel agent and having all their questions answered promptly and knowledgeably," says Werner Kunz, COO of CheapOair. "Since inception, CheapOair has focused on providing both the best technology to find the best fares and the human touch and personalized customer support. This focus on personal service has been the key driver of our success and it will become increasingly critical for businesses in all areas and industries."

Kunz notes that the travel industry expects to see an increase of 30-35 percent year-over-year with regard to high-touch technology and mobile device bookings. In fact, travel companies are beginning to offer special reduced pricing for arrangements booked via mobile device. Thus, while CheapOair's app has been downloaded more than 3 million times since its 2012 launch, touting 4 and 5 star rating from more than 80 percent of its users, the brand plans to continuously iterate and innovate in an effort to enhance the overall customer experience and make booking every trip effortless, affordable, and enjoyable. Kunz also emphasizes that CheapOair will continue to make personalization their priority, as customers appreciate the real-time nature of CheapOair's human touch.

Consumers enjoy the freedom of self-service, but when it comes to more difficult processes, many still prefer to speak with an agent to ensure all goes smoothly. Thus, much like CheapOair, companies must provide customers with numerous contact options in order to keep the line of communication open, thereby improving the support experience and encouraging loyalty simultaneously.

EXPERT OPINION
EXPERT OPINION