Dublin, 16th November 2023 – Aer Lingus is taking its commitment to customer satisfaction to new heights by partnering with Salesforce, a global leader in CRM. This strategic collaboration is set to transform the Aer Lingus Customer Service experience, leveraging cutting-edge technology to provide faster, more personalized, and efficient support for travelers.
In today’s competitive airline industry, exceptional customer service is paramount. Aer Lingus recognizes this and is investing in digital transformation to ensure every passenger journey is seamless and supported. Studies show that a staggering 96% of customers believe excellent customer service builds trust, making it a cornerstone of the Aer Lingus growth strategy. As the airline expands its routes and services, particularly across the North Atlantic, this partnership with Salesforce will be instrumental in maintaining and enhancing its renowned customer service reputation.
Aer Lingus partners with Salesforce to enhance customer experience, showcasing digital transformation and commitment to superior service.
The integration of Salesforce’s advanced technology will empower Aer Lingus customer service teams to respond to inquiries with greater speed and effectiveness. By utilizing Salesforce’s Artificial Intelligence (AI)-powered tools, agents will be equipped to provide instant, informed assistance, reducing wait times and resolving issues more efficiently. This technological upgrade signifies a major leap forward in Aer Lingus’ ability to handle customer interactions at scale, while maintaining a personal touch.
Furthermore, customer communications from Aer Lingus will become richer and more tailored. Salesforce’s platform will enable Aer Lingus to deliver personalized updates and information based on individual customer preferences. Whether it’s announcing exciting new routes, providing essential booking and check-in details, or sharing updates about AerClub benefits and customer service options, travelers can expect to receive communications that are relevant and valuable to their specific needs. This personalized approach aims to enhance the overall travel experience, making every interaction with Aer Lingus customer service a positive one.
By gaining deeper insights into customer behaviors and preferences through Salesforce, Aer Lingus is poised to offer a truly personalized, digitally-led experience throughout the entire travel journey. This capability is particularly crucial as Aer Lingus continues its ambitious expansion plans across the North Atlantic, ensuring that as the airline grows, its commitment to individual customer care remains unwavering.
Susanne Carberry, Chief Customer Officer at Aer Lingus, emphasized the customer-centric vision behind this partnership: “At Aer Lingus, we are constantly striving to enhance our customers’ journey with us. Salesforce will allow us to understand our customers better and offer them a personalized, digital led experience. As we grow our airline, this will become an integral part of how we ensure we are giving customers the dedicated care that they expect from Aer Lingus. We’re delighted to be working with Salesforce as we use their game-changing technology as part of our ongoing digital transformation.”
Carolan Lennon, Country Leader for Salesforce Ireland, highlighted the competitive advantage this partnership brings to Aer Lingus: “The airline industry is increasingly competitive, and how brands communicate with passengers will continue to be a key differentiator. From booking travel to receiving notifications of new routes, Aer Lingus recognises the power of personalised customer journeys in the air and in their digital offer. Enhancing personalisation and reducing friction experiences are key ingredients driving success with Aer Lingus. We’re excited to help Ireland’s flag carrier to unlock the opportunities that digital transformation has to offer.”
This collaboration underscores Aer Lingus’ dedication to providing exceptional aer lingus customer service in an increasingly digital world. By leveraging the power of Salesforce, Aer Lingus is not just keeping pace with industry standards but setting a new benchmark for customer experience in air travel.
