AirAsia travels to new heights of customer happiness with Salesforce
AirAsia uses technology to help its workforce become more productive, using Service Cloud, Sales Cloud, Marketing Cloud, Community Cloud alongside it's chatbot (a friendly bot called Ava) to streamline workflows for it's service agents, and automate routine tasks, allowing agents to focus on more value add activities. These technologies have actually enabled AirAsia to close voice operated call centres, redirect labour intensive tasks. Over 20Million service cases are directed through Salesforce each year, and Employees are empowered with new technologies to respond to customer enquiries quicker, and easier. The AirAsia team are using Trailhead to upskill employees, better preparing them with the technological tools of the future and the opportunity to prepare themselves for a new way to work. Their new skills will be very welcome in the service team of the future, where service agents will be working alongside AI tools to better serve AirAsia's guests around the world.