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Email Consistency and Automation: How US Airways Improved Customer Interactions

Email Consistency and Automation: How US Airways Improved Customer Interactions

Message Systems
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US Airways EMAIL CONSISTENCY AND AUTOMATION: HOW US AIRWAYS IMPROVED CUSTOMER INTERACTIONS In the highly competitive airline industry, carriers need to keep their customers as happy as possible. For US Airways, a major U.S. airline serving more than 80 million passengers each year, maintaining high customer satisfaction depended on the ability to respond more quickly to customer service requests. “Our biggest challenge was to remove any man

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