Overview
Flight Disruption Alerting is a workflow automation use case that reduces the negative impact of flight disruptions (delays, cancellations) on the customer experience. Timely, contextual, proactive communications manage customer expectations and minimize negative feedback.
Key Features and Capabilities
- Contextual Communications: Alerts are triggered immediately upon a flight disruption, giving the customer the most up-to-date information.
- Proactive Management: The system manages the situation proactively, often paired with Delay-triggered Communication to reduce the support workload.
- Reduced Negative Feedback: By keeping customers informed, the system prevents a surge in calls to the contact center and reduces overall frustration.
- NPS Safeguard: The goal is to maintain or even improve the Net Promoter Score (NPS) during stressful situations.