EasyJet to save money and improve customer service
The UK-based low-cost airline EasyJet is to deploy RightNow Technologies' CRM service across seven of its European web sites, and expects to see a return on investment in less than a year, with savings of up to £750,000 on the airline's customer service operations.
According to EasyJet, the airline's passenger volume is increasing by 20% each year, and it sells 98% of its seats via the web, so it is crucial that customers can easily carry out end-to-end transactions online.
By using RightNow's customer service solution, the 1.5 million customers visiting EasyJet's web site every week will be able to ask for help in their own words and receive instant answers based on artificial intelligence that helps ensure contextual relevance. The deployment has already proved successful with over 90% of customers helping themselves to information without the need for customer service agent intervention.
Self-taught help If a customer is unable to find the information they need, they can also submit an e-mail that will be answered by an EasyJet customer service agent. Thirty five agents have access to the system's knowledge base of questions and answers, so if a new question is asked they can upload the answer to ensure customers won't need to e-mail the same enquiry again. Since the system was introduced, e-mails to service agents have reduced by 40%, freeing them up to assist customers with more complex issues.
Big savings While the main reason for installing the new system was to give customers the best levels of customer service possible, EasyJet also wanted to keep operational costs as low as possible as passenger enquiries increase. The airline expects to save some £750,000 on current operational costs through the system's implementation, as well as further savings later on through a series of on-going customer service projects.