The Challenge
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A pioneer in the low-fare airline industry, America West was challenged to keep up with needs of nearly 55,000 customers a day in more than 90 destinations. The company's generic software wasn't conducive to customer service e-mail responses. Breaking away from the industry's reputation for poor customer service, America West decided the time had come to improve its overall customer relations program but needed a cost-effective approach. Online channels would play a critical role.
In the Customer's Words
By utilizing KANA, America West is able to show value to its customers by providing faster responses. We always knew that customer satisfaction would result in return customers but now we are seeing that come true in a variety of different ways.
Call Center Executive
America West
The KANA Approach
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KANA email and web form management solutions fully automate the process of capturing, documenting, interpreting, routing and prescribing answers. Customer service call center agents now have a way to support high volume online service requests quickly, consistently and cost-effectively.
More efficient online support played an integral role in the success of the airline's award-winning frequent flyer program and has dramatically increased productivity allowing the call center to handle six times the number of e-mails with no additional agents
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