Meeting customer expectations is just the beginning for service teams that are aiming for great things. To move from expected to exceptional, smart customer service teams are shifting their focus from problem-solving to customer happiness. Innovative digital platforms help to keep service agents at the top of their game.\u00a0<\/p>\n
Our recent State of the Connected Customer<\/a> research shows that focusing on service makes good business sense. Ninety-one percent of customers are more likely to make an additional purchase after a great service experience. There has never been a better time to reflect on how your organisation manages service teams, and consider levelling-up your business for customer success.<\/p>\n At our upcoming Salesforce Live: Asia – Service Trailblazers episode <\/a>on 27 May, we will hear from regional airline AirAsia and heavy equipment distributor, United Tractors. Each will share key learnings on delivering better service for customers and exceeding \u2013 not just meeting \u2013 expectations.<\/p>\n Here is a small taste of their stories:<\/p>\n \u00a0<\/p>\n During the pandemic, AirAsia\u2019s founder, Tony Fernandes, regularly reminded staff to \u201cnever waste a crisis.\u201d So, it was no surprise that the AirAsia team used that time to rethink its online strategy and fast-track the development of its ASEAN super app. The resulting app is a comprehensive lifestyle platform that offers customers more value and choice. It brings together flights, hotels, travel packages, loyalty programs, shopping, food, deliveries, and payments all in one platform.<\/p>\n From a service perspective, the app is changing the way customers interact with AirAsia, giving them a new channel for their enquiries. AirAsia\u2019s Virtual Allstar chatbot (AVA)<\/a> works across all digital platforms and helps customers get quick access to general information, book flights, and perform other simple tasks. The chatbot helps to shift customer service caseload from other channels and allows service teams to focus on the more high-value aspects of service.<\/p>\n AirAsia\u2019s Super App takes flight \u2014 online<\/b><\/h2>\n