LATAM Airlines achieved a historic feat in Brazil during the first quarter of 2023. According to indicators recorded on the Consumidor.gov.br platform, the company reduced the volume of complaints by 50% compared to the same period in 2022 (the highest advance among all competitors) and was the airline with the shortest average customer response time in the country, an average of 3.5 days. As a basis for comparison, the runner-up recorded an average response time of 5.2 days.
LATAM’s advances with consumers in Brazil reflect its continuous investments since 2022 in technology for efficient customer service and empowerment of agents to solve problems in the first contact. These are positive results even in the face of a 20.6% increase in the number of passengers transported in the period, compared to the first quarter of 2022, a volume 13% higher than the second airline placed in the ranking. ranking.
The advances were also noticed by the customers who evaluated LATAM on the platform. In 2022, the company’s average score in the first three months was 2.7, while in 2023, it rose to 3.7.
“These are the results of a more efficient and competitive LATAM, which seeks to offer an increasingly simpler and faster travel experience. We demonstrate respect for the customer when we resolve their problems with agility and assertively”, analyzes Rafael Walker, global director of Customer Care of the LATAM Airlines group.
Check below the main deliveries of LATAM on the three fronts to improve Brazilian customer service:
- redesign of Contact Center
To reach the result, LATAM redesigned its Contact Center with new suppliers and unification of systems, in addition to granting more autonomy to agents to solve queries, in accordance with the rules of the airfare purchased by the customer.
- Digital Transformation
Another big change came in the sphere of the Digital Transformation underway at LATAM, which has been seeking to put the company in the palm of the customer’s hand to speed up adjustments of their itinerary through the website and application, and control their credits with the company directly in LATAM Wallet.
- More Autonomy at Airports
LATAM customers arrive more and more “ready to fly” at airports, without the need to carry out the check-in physical or online. Automatically, the customer receives his dynamic boarding pass, which updates the flight information in real time. At the airport, you also have access to automatic baggage check-in totems, reducing queues. All the initiatives make the service contactless (with minimal contact with attendants) while humanizing the exchange when necessary, in addition to rethinking the entire journey of the customer’s journey.
LATAM in the Palm of the Hand
LATAM’s Digital Transformation process seeks to reframe the customer’s relationship with the company. The first phase of the transformation, more visible to customers in Brazil, started in 2021, based on four pillars: a new purchase flow on the website, which has a profile with all customer information in one place; custom notifications, check-in automatic and LATAM Wallet. The process also applies to Brazilian airports, reducing service time by up to 50%. Check out the initiatives:
- smarter website
The customer can store all his information and preferences in his registration to speed up future purchases. Non-registered customers can also make purchases and obtain proof of completion for download.
- Check-in Automatic
Right after completing the purchase of their airline ticket, the customer receives the virtual boarding pass, which is dynamically updated and allows the passenger to know if there has been a change in the route, date, time and boarding gate. The functionality is already used by 80% of domestic passengers in Brazil and allows for a reduction of up to 20 minutes in waiting and service time at airports.
- LATAM Wallet
This is the airline’s virtual wallet. Customer point credits and refunds are stored in this tool and can be used at any time to purchase new products and services. It also allows access to a new experience in LATAM PassLATAM’s loyalty program.
- Chat for Flight Changes
The customer can conclude online and directly with a LATAM agent changes to flights impacted by adverse weather conditions or contingency flights at airports, for example.
The customer has easy access to the tool directly through the cell phone or the company’s website, with quick and easy guidance for frequent topics or to speak with one of the attendants.
- Automatic Baggage Dispatch
The self-service totems are available for customers at the airports in Brasília, Galeão (RJ), Guarulhos (SP), Salvador, Natal, Porto Alegre, Florianópolis, Fortaleza and Confins (BH). Currently, 70% of customers in Brazil already weigh, label and dispatch their luggage to the aircraft autonomously using this equipment.
- Google Wallet
LATAM tickets can be stored in this tool and speed up document access and boarding at airports.
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