Air New Zealand

Goals

• Improve access to complex information on Air New Zealand's website
• Reduce high demand on Air Points and Reservations call centers by encouraging customers to find answers online

Achievements

• Email inquiries across call centers reduced on average by 55% with RightNow 
• Calls relating to frequent-flyer program reduced by 56% with RightNow 
• Improved performance management of customer service staff

Before implementing the RightNow customer experience suite, Air New Zealand experienced repetitive calls and email traffic, mainly concerning the frequent-flyer program. Information on the company’s site needed to be better organized for easier customer access. It was also difficult to accurately assess the performance of staff in handling email inquiries.

Air New Zealand selected RightNow CX, which delivered results immediately. Air New Zealand seeded its database with more than 200 question and answer pairs, which reduced incoming email as access to information online improved. The RightNow customer experience suite handles an excess of 10,000 customer queries online each day. With RightNow CX, Air New Zealand can now review how employees are responding to customers, identify knowledge gaps, and measure staff productivity and effectiveness. 

About Air New Zealand

Air New Zealand Limited is an international and domestic airline group which provides air passenger and cargo transport services to, from, and within New Zealand, Australia, and the South West Pacific.

Air New Zealand Homepage

Air New Zealand Support Site