How Samesurf Cobrowse is Revolutionizing the Aviation Industry

Samesurf invented modern co-browsing.

The aviation industry is a complex one.  The sector includes everything from flight bookings and skymiles to customer support and savvy travel advice. It has always been an industry that is highly dependent on the customer experience. Passengers expect highly efficient and personalized services which make technology and innovation more relevant. Samesurf’s patented cobrowse solution allows instant, secure and guided interactions between customers and booking agents at any point within the customer journey. 

Samesurf’s revolutionary technology is transforming the airline industry’s approach to customer support while delivering benefits that enhance every aspect of the experience from booking and service to troubleshooting and upselling. Here are the primary reasons why the airline industry is integrating Samesurf’s cobrowse solution:

Streamlined Booking Experience

Samesurf Cobrowse allows customer service agents to directly view the same online experience as the passenger thus guiding them step-by-step through the booking process. Whether it’s choosing a flight, reviewing the best deals or understanding flight options, agents can offer immediate and personal assistance. This approach reduces confusion, increases booking accuracy, and significantly enhances the customer experience.

For airlines, this results in more completed bookings as customers are less likely to become frustrated and turn to competitors. By eliminating confusion and simplifying the booking flow, Samesurf cobrowse not only increases conversion rates but also boosts customer satisfaction and loyalty.

Enhanced Customer Support and Issue Resolution

In travel, issues such as missed flights, delayed baggage claims, lost luggage or complex refunds can overcomplicate a trip – even ruin it. With Samesurf Cobrowse, airline support agents can walk customers through online troubleshooting while easing their concerns and showing them they’re not alone.

Instead of relying solely on chatbots or “please hold,” real agents can actively assist customers by viewing the same content, answering questions and providing tailored live support. This level of support brings us back to providing human connection that builds trust and ensures customers feel heard and valued.

Personalized Travel Assistance

Travel personalization is a great way to provide superior customer service. Agents can use the co-browsing feature to help customers explore options for upgrades, amenities, and loyalty rewards programs while suggesting add-ons that match their preferences. This not only improves customer engagement but also opens up opportunities for airlines to upsell additional services such as seat upgrades or priority boarding.

Improved Crisis Management and Communication

Airlines are often faced with the challenge of managing crises such as flight cancellations, delays or other unforeseen circumstances. During such situations, passengers typically experience high levels of frustration. Samesurf cobrowse provides a solution to placate passengers by offering a direct, visual way for customer service agents to assist their customers through challenging situations. In addition, live support helps reduce stress and takes pressure off of the traveler. 

Security and Privacy in Online Interactions

Security is a primary concern for airlines, especially when handling sensitive customer data such as payment information and personal travel details. Samesurf Cobrowse takes security seriously by ensuring that all interactions are encrypted and that sensitive information is masked when necessary. This ensures that passengers’ private data remains safe and that airlines can confidently offer live support without ever compromising passenger privacy.

Improving Multilingual Support

For international airlines, offering multilingual support is essential for providing an inclusive customer experience. With Samesurf Cobrowse, airlines can enhance their multilingual customer service by allowing agents to guide customers through the booking process or support services in their native language.

This real-time co-browsing tool can assist passengers who may not be fluent in the airline’s primary language, making the interaction more accessible and ensuring that customers are not left behind due to language barriers. By offering this level of service, airlines can tap into a wider market and build a stronger and wider customer base.

Samesurf Cobrowse is reshaping the air travel industry by offering personalized, immediate support that enhances the overall customer experience. Airlines that embrace Samesurf Cobrowse will be able to provide exceptional service, improve customer loyalty and operate more efficiently, all while ensuring a high level of security and privacy.

In travel and aviation, the little details matter. Integrating innovative technologies like Samesurf Cobrowse isn’t just a luxury.  It’s a strategic move to stay ahead of the curve and deliver an outstanding travel experience to passengers worldwide.

Visit samesurf.com to learn more or go to https://www.samesurf.com/request-demo to request a demo today.