Reimagining Airline CX with Omnichannel Support
Delivering seamless, personalized experiences to millions of flyers by integrating journey analytics, real-time decisioning, and digital support solutions.
Alongside this, 1Point1 conducted targeted training and coaching interventions for support agents, addressing specific behavioral and process gaps. A feedback loop was also built in, allowing real-time insights from reopened tickets to be converted into learning inputs for teams. Furthermore, process compliance was reinforced through tighter monitoring, standardized ticket closure protocols, and regular performance tracking dashboards.
By aligning people, processes, and analytics, the solution created a sustainable support environment focused on first-time resolution, reduced escalation, and improved customer satisfaction.
1Point1 addressed the client’s challenge of high ticket reopen rates and declining customer satisfaction through a multi-layered, data-driven support strategy. The first step involved conducting deep-dive quality audits across support interactions to identify recurring resolution gaps and inefficiencies. These insights enabled the team to create a customized Quality Assurance (QA) framework, ensuring consistency and accuracy in how tickets were closed.
To tackle performance issues at the agent level, 1Point1 rolled out targeted coaching and behavior-based training programs, equipping agents with the tools to handle customer queries more effectively. A structured feedback loop was implemented to convert insights from reopened tickets into actionable learning inputs for agents, creating a culture of continuous improvement.
Furthermore, the support process was standardized and reinforced with compliance checks, reducing ambiguity in resolution protocols and ensuring agents followed best practices. Performance dashboards and real-time analytics helped monitor key KPIs, enabling quick adjustments and accountability.
As a result, the client witnessed a 22% reduction in ticket reopen rates, which not only improved operational throughput but also led to a 15% increase in CSAT. The overall initiative helped transform the support function into a customer-centric, efficient, and scalable operation, driving long-term loyalty and measurable business outcomes.
Impact Your Customers Can Feel
1Point1 implemented a data-driven, quality-first support transformation to reduce the client’s ticket reopen rates and elevate customer satisfaction. By conducting 100% quality audits, they were able to detect performance inconsistencies and process gaps with precision. These findings were translated into personalized training plans, improving agent accountability and resolution skills.
The introduction of a standardized ticket closure framework ensured uniformity in customer interactions, minimizing errors and improving resolution accuracy. A continuous feedback and performance monitoring system empowered both agents and managers to act on real-time insights. This holistic approach enabled the client to not only reduce operational friction but also foster customer confidence, faster resolutions, and scalable support efficiency.