Five Major Airlines Streamline Customer Service With RightNow Web

RightNow Technologies
, a leading provider of Internet customer service solutions, today announced five leading airlines have chosen RightNow Web as their online customer support system. The airlines, Air Canada, American Trans Air, Frontier Airlines, Hawaiian Airlines and Lufthansa Airlines, have deployed RightNow Web to provide fast and accurate responses to their online customers’ support needs.
“When air travelers go online to research flights or to evaluate frequent flyer programs, they expect responsive customer service,” said Greg Gianforte, founder and CEO of RightNow Technologies. “If passengers cannot quickly find the information they seek, they’ll simply click over to a competitive airline’s site. RightNow Web makes it easy for travelers to find the information they need to make a ticket purchase decision.”
Recently, the Air Transport Association introduced an industry-wide airline customer service initiative called Customer First. Several of RightNow’s customers, including Air Canada, American Trans Air and Hawaiian Airlines, are members of the initiative. Their deployment of RightNow Web places these airlines at the forefront of a growing airline industry trend towards more responsive customer service.
“Air Canada’s Web visitors often come to the site looking for information on Aeroplanb, our popular frequent flyer program that has over 4 million members,” said Edith Vazalinskas, customer service manager, Air Canada Aeroplan. “RightNow Web enables Aeroplan members to quickly find the information they need by themselves, without having to make a phone call or send an e-mail. In fact, our statistics show that the RightNow Web system allows our Web customers to help themselves about 97% of the time. If we can generate a positive customer experience at first contact, we’re more likely to generate a ticket purchase and a repeat traveler.”
Travel-related Web sites are popular online destinations for millions of people planning their next vacation or business trip. As with any successful Web site, high-traffic can translate into a high volume of customer support inquiries. In addition to the five airlines mentioned above, RightNow Web also automates the online support operations for other travel-related Web sites including Abercrombie & Kent, Amtrak, Enterprise Rent-A-Car, Renaissance Cruises and The View From Here.
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