12 aug. 2024
How airlines can elevate customer experience with TeamViewer Tensor
Discover how TeamViewer Tensor can improve your airline's efficiency and enhance the passenger experience.
In today's competitive airline industry, delivering a seamless and positive customer experience (CX) is essential. From check-in to baggage claim, every touchpoint plays a role in passenger satisfaction. But what happens when unexpected issues arise, like malfunctioning TSA machines, in-flight entertainment glitches, or lost luggage woes?
TeamViewer Tensor offers a brilliant solution, empowering airlines to proactively address these challenges and create a smoother, more enjoyable journey for their passengers.
In this article:
The state of airline CX: by numbers
People are flying again, in near record numbers. And they’re doing so at a time when carriers are competing fiercely on CX.
Even though most passengers choose their carriers based on price, bad experiences can have big consequences. One bad experience might cost you a customer, earn you a spot on the social media hall of shame, or both.
But there’s more to airline CX than on-time arrivals and prompt customer service. From baggage check to in-flight service, airlines need to get it right at every turn—especially considering the state of airline CX today:
- 36.9% increase in total global air traffic in 2023 (International Air Transport Association)
- Approx. 1.4 million flights by major U.S. air carriers were late in 2023 (Statista)
- Each U.S. airline misses up to USD 1.4 billion in annual revenue by neglecting CX (Forrester)
- Average Net Promoter Score (NPS) score for 26 global airlines: 28 (CustomerGauge)
- 57% of consumers feel CX has gotten worse since 2022 (2023 CCW Market Study)
Unsurprisingly, many airlines are turning to technology to improve their overall experience. The goal of this ongoing digital transformation is three-fold: improve operational efficiency; elevate (and personalize) passenger experiences; and expand revenue opportunities.
Southwest is a good example: at the outset of 2023, the company’s President and Chief Executive Officer committed USD 1 billion of its budget toward improving technology systems. What kind of outcomes can Southwest, and other carriers expect from these investments?
4 ways that cloud-based enterprise connectivity helps airlines do better
As the airline industry digitizes further, many are turning to cloud-based enterprise connectivity solutions like TeamViewer Tensor. Here are five ways that Tensor is helping airlines elevate their CX:
1. Streamline security checks: remote assistance for TSA machines
There are few aspects of the passenger experience more prone to friction than the security checkpoint. Most of these checkpoints rely on integrated technology to facilitate the secure flow of passengers.
Travelers are usually in a rush. A simple TSA machine malfunction alone can extend wait times, often causing a mad scramble to find an on-site technician for troubleshooting.
A solution like TeamViewer Tensor integrates seamlessly with next-generation TSA machines. A secure, real-time connection between the machine and remote support personnel allows TSA agents and technicians to troubleshoot complex issues directly from their workstations, eliminating the need for immediate on-site intervention and minimizing disruption for travelers.
What’s more, Tensor provides near unlimited scalability, allowing for the centralized, remote monitoring and management of all TSA machines, regardless of location.
2. Wave goodbye to in-flight frustration: proactive IFE system maintenance
In-flight WiFi has developed a bit of a reputation among travelers. That is: it never seems to work. Unresponsive screens and malfunctioning multimedia services only compound the issue, creating a gap between the in-flight experience advertised to passengers and what they actually get.
TeamViewer Tensor allows remote monitoring and troubleshooting of in-flight entertainment (IFE) systems across an entire fleet. With minimal disruption to departure procedures, teams can perform remote diagnostics to fix malfunctions while avoiding disruptive system resets.
While IFE problems might seem minimal compared to fleet optimization and maintenance issues, for example, they create more downstream issues than meets the eye. What happens when passengers seek refunds for faulty in-flight WiFi? Suddenly, new stress is put on digital self-service, customer support, and other channels that could have been avoided.
3. Peace of mind for passengers: real-time baggage tracking
If only disembarking really was the end of the travel experience. But it’s during luggage retrieval that many dream vacations turn into travel nightmares.
Airlines are always looking for ways to improve baggage handling and ensure smooth journeys for passengers. For good reason: from November 2022 to January 2023, for instance, five of the world’s top 10 carriers mishandled 831,470 bags.
As to the top causes for delayed or lost luggage, we find:
- Transfer mishandling
- Failures to load
- Ticketing errors or bag switches
- Airport or customs issues
- Tagging errors
TeamViewer integrates with existing baggage handling systems to help prevent these issues from occurring, while speeding up response time when bags are in fact mishandled. This integration centers around real-time baggage tracking, which can be managed from a centralized platform.
With Tensor, airline staff gain real-time visibility of every bag's location throughout its entire journey, from sorting to loading and unloading. Real-time tracking can significantly reduce the number of lost or misplaced bags, leading to improvements in both operational efficiency and passenger satisfaction.
4. Remote assistance at your fingertips: streamlined customer support
These days, most passengers handle their airline travel via smartphone. By 2027, the number of mobile boarding passes is expected to grow to 75%. Customers can check in, access IFE, purchase in-flight refreshments, and book/rebook flights—all online.
It’s faster, easier, and more personalized, just like the support that customers expect when they hit a snag along the way. Why wait online at the airport, or in a lengthy phone queue, when you can receive fast, real-time support online?
TeamViewer Tensor empowers airlines to deliver real-time customer support directly to passengers' devices. Facing issues with online booking? Need help navigating the airline's mobile app? Passengers can now connect with a customer service representative through a secure link.
With the passenger's permission, the representative can temporarily access their device to diagnose the problem visually and guide them through a solution in real time. TeamViewer Tensor streamlines customer support, eliminates communication hurdles, and fosters a more personalized travel experience.
The future of airline experiences is what we make of it
The demand for air transport is expected to increase by an average of 4.3% per annum over the next two decades. Through 2034, the “global in-service fleet” is expected to expand by 3.2 percent every year, with the commercial aircraft market expected to reach USD 3.9 trillion by 2032.
The future of airline travel is bright, assuming the major players can bring their travel experiences into the next chapter of commercial aviation. As new consumer demands, alongside evolving market pressures, continue to emerge, digital investments stand to play a major role.
By leveraging TeamViewer Tensor's capabilities, airlines can transform the customer experience. From smoother security checks and proactive IFE maintenance to real-time baggage tracking and remote customer support, TeamViewer Tensor empowers airlines to create a journey that is not only efficient but also fosters passenger satisfaction and loyalty.
Summary
Discover how airlines can transform their customer experience with TeamViewer Tensor. In today's fiercely competitive airline industry, delivering exceptional customer service is no longer a luxury but a necessity. Learn how this cloud-based enterprise connectivity solution can help airlines tackle common pain points like delayed luggage, technical glitches, and airport hassles. By elevating customer experiences at every touchpoint, airlines can gain a competitive edge and build lasting loyalty.
Ready to transform your airline into a customer experience leader?
Discover how TeamViewer Tensor can be your trusted partner in creating a future-proof travel experience.