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AirAsia’s customer-service requests have increased by millions since 2019. Here’s how it managed to support each one at scale.

AirAsia customer service Salesforce

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When the coronavirus pandemic struck in early 2020, AirAsia, like others in the travel industry, was hit hard.

“We had to stop and restart flying several times in different countries because of changing restrictions,” says Adam Geneave, the airline’s chief customer happiness officer.

In March, when everything was closing down, customers flooded service representatives with questions about cancellations and changes. The airline received 10 times as many customer inquiries each day as it would normally. After fielding 20 million customer-service requests in 2019, the airline expects that number to reach 50 million by the end of 2020, read more ⇒

Source:: BusinessInsider.Com

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