ELEVATING AIRPORT CUSTOMER EXPERIENCE (CX)

CALL CENTER? CHECK. SURVEYS? SURE. BUT IF YOU DON’T ALLOW CUSTOMERS TO COMMUNICATE ON THEIR TERMS, YOU ARE MISSING OUT ON MEANINGFUL FEEDBACK.

Job #1 in improving Customer Experience is knowing what needs to be improved. The good news: At this moment, you have a team of the world’s most qualified customer experience experts out in the field — your actual customers.

Call centers and surveys are helpful, but nowhere near complete. Why? People are in a hurry at airports. Most people put off making calls and skip filling out surveys because they take too much time and attention.

Meaning, you miss out on chances to fix things and solve problems. Every minute, every hour, every day.

ELERTS See Say Airport solves that by giving your customers easy ways to communicate that are quick and more actionable. And it’s not just for passengers: Your employees, tenants and airlines are more apt to submit CX concerns when given easy ways to do so. Your “CX Army” will identify what needs fixing if you give them more ways to communicate. The ELERTS platform offers these avenues:

• See Say Airport app — the ultimate reporting tool for your employees and tenants to use
• QR Codes posted for easy access in restrooms, ground transportation, and customer areas
• CX Webform for your website
• Text a Tip reporting for people who prefer texting

The facts you need are in writing for easy forwarding, management, and access. These incoming reports can easily be sent to your Call Center team or other department for action.

NEWSFLASH: PEOPLE WOULD RATHER NOT CALL YOU

Our customers tell us that with ELERTS, their CX reports increase while their actual live call volume goes down, because like most people, your customers don’t really want to call you. But they still want to help, and many more customers will use your new reporting avenues. Thanks to the efficient format, CX reports via ELERTS require less time to process than actual, phone calls.

That internal CX team you assembled? They will be empowered to do more for you because they can now focus on those incoming live calls from people who prefer talking on the phone. And when not on a call, they can manage a much higher volume of your customers’ CX concerns.

QUICK QUIZ: WHERE WILL CUSTOMERS VENT IF THEY CAN’T EASILY VENT TO YOU?

ELERTS will also become an important tool in your reputation management arsenal, because giving customers easier avenues to share their concerns keeps those concerns off social media. Rather than occupying your PR team in defusing online spectacles, your CX team will be able to act on solutions and respond to make your customers feel heard. That’s a win-win-win.

AN INFUSION OF POWER AND CAPABILITY. EASY, INTUITIVE, AND ONLINE FAST.

ELERTS got its start keeping tabs on safety concerns — but as we grew, our clients found that our See Say platform was a remarkably efficient and effective tool for identifying Customer Experience issues. Letting people communicate on their terms transforms your ability to respond — making your CX operation more capable and powerful than ever before.

The ELERTS system is refreshingly simple — so intuitive that minimal training is needed to guide your internal team to mastery. And because we have implementation down to a science, you’ll find that bringing ELERTS online is fast and heartburn-free.

PEOPLE OFTEN ASK US: WHAT DOES “ELERTS” MEAN?

There are a lot of ways we could define our name. ELERTS means improved safety and customer experience. More informed operations. Smart reporting of key CX business intelligence. More effective reputation management. Most of all, ELERTS means Action — and all the things you can do to bring about “better.”