AirAsia launches live chat service
AirAsia customers can now obtain real-time information on any of the airline’s services through a new online help and information centre, airasia.com/ask.
The new service, available free from anywhere in the world, is a platform for guests to pose any question and engage with AirAsia via live chat, webmail and twitter. The service will provide specific, tailored answers in real time through the use of automated response technology.
“AirAsia is investing more in technology to vastly improve our guests’ experience. A huge segment of our guests are internet savvy and well versed in the use of interactive media platforms. We are taking advantage of this strength of our guests to steer queries away from the call centre and towards airasia.com/ask, thereby increasing efficiency and reducing operating costs. The technology we employ here is similar to that used by the world’s leading IT companies. We are constantly looking at ways to offer our guests innovative experiences and guest engagement, and this new service is a step in that direction,” said Tony Fernandes, Group CEO of AirAsia.
“Airasia.com/ask is available 24 hours daily and is equipped to handle multiple queries at any given period, thereby eliminating wait time for guests seeking automated responses. Having open communication lines is vitally important to us, and with airasia.com/ask, we provide multiple contact points for guests to easily get in touch with us and to know more about our products and services,” he added.
Real-time Twitter and live chat service are available from Monday to Friday between 9am to 6pm Malaysia time. Guests who send webmail to airasia.com/ask will receive an immediate response stating their reference number and the expected response time. A special version for mobiles will be launched soon. The service is now available in English, but there are plans to introduce the service in other languages, including Malay, Chinese and Thai.