Alaska Airlines
Alaska Airlines, one of the nation's leading airlines
Situation: Alaska Airlines regularly had to pull agents off inbound sales to call passengers for flight delays and cancellations. This caused inbound call wait times to surge from under five minutes to as much as 30 minutes, which negatively impacted customer satisfaction and loyalty.
Solution: Varolii integrated with Alaska Airlines' reservation system and, using its multi-channel capabilities, communicated all itinerary changes to passengers promptly.
Results: With Varolii, Alaska Airlines immediately improved customer satisfaction levels and improved agent productivity. Specific results include:
- Three-month ROI
- 40 times more peak capacity than using agents
- 66% lower cost per successful contact in comparison to using agents
See Alaska Airlines Case Study >>