WestJet, a leading airline, was facing the challenge of meeting the rising customer expectations for immediate, accurate, and effective resolution of their queries. The company was expanding its operations with new destinations, impressive additions to its fleet, and global partnerships. With this expansion, the customer base was also growing, leading to an increase in customer support tickets. The company was finding it difficult to manage the surge in customer queries and provide superior support. The situation was further exacerbated during the Covid-19 pandemic when the airline was inundated with requests for rebooking or cancelling flights, and a barrage of questions including flying restrictions and cancellations.
Read More