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  • British Airways

British Airways logo

RightNow helps British Airways customers serve themselves, maximizing the airline’s ROI.

Business Goals

  • Improve customer service to Executive Club members across all channels
  • Continue enhancing the customer experience
  • Extend ROI and reduce operational costs with deeper product utilization

About British Airways

British Airways is one the world’s largest international airlines, annually carrying approximately 36 million passengers worldwide.

 

Visit British Airways' Website »  
Visit British Airways' Support Site » 
Download Full British Airways Case Study »

 

From Our Client

Testimonials

“The returns from implementing SmartAssistant have been astonishing; we expected between 12% and 15%, so we were staggered by the 60% reduction in email.”

- Chris Carmichael, Technical Editor, BA.com

A Deeper Look

How They Achieved Success

  • Increased customer self help reduces calls to contact center
  • Executive Club customer experience improved
  • Ease of use improves overall customer experience

RightNow CX
In Action

Web Experience

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Contact Center Experience

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Engage

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Cloud Platform

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Resources

You Might Also Be Interested In...
  • Video Contact Center Experience Overview 1:57
  • Article British Airways Counts On RightNow In Crisis 29 KB
  • Best Practices Guide Knowledge Base And Search 870 KB
  • Video Engage Overview 1:53

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