Customer Support Software Featured Articles

The airline industry is one of the most competitive in the world. Companies operate under very low profit margins and use every option available to them to ensure they are functioning as lean as possible. Although the stringent measures the companies use to reduce waste at every level of the organization are applied by virtually all carriers, the rate in which airlines file for bankruptcy and operate with large debt is high. While the industry as a whole is not doing so well, low-cost and luxury carriers seem to have the answer. One low-cost carrier, BMI Regional, is looking to remain profitable by improving its customer service with the introduction of customer support software—in the form of a mobile app, an upgrade to its website, and the integration of more technologies into customer touch points.

Today's consumers have higher expectation because of all the available technology that organizations across many different industries use in order to interact with their customers. It is therefore essential for companies to have these touch points available to their customers if they want to remain in business.

Mobile applications and websites are a step in the right direction, but other airlines have introduced the latest available technology to provide new levels of customer service. Virgin Atlantic for example recently tested Google Glass and Sony SmartWatches at Heathrow airport with positive response from customers.

By using this technology Virgin was able to give its customers a more personalized service that has been lacking from many airlines around the world. Even though the operational expense of BMI Regional is much lower, it can use these same and affordable technologies to give its customers the same personalized service. As a matter of fact, it will be much cheaper to implement into a smaller airline then it would be for an international outfit.

BMI Regional marketing director Colin Lewis, he told Travel Daily UK, "Once we rethink on the touch points and add more frequencies we can enter a period of more maturity for the airline.”

The company did not provide details as to when its app and improved website will become available.

BMI Regional was purchased by Sector Aviation Holdings Ltd (SAH) in 2012 from British Midland, and it operates under an independent entity on domestic UK and European routes addressing a market for small jet operations.