In order to implement facilities and improvements in customer service, Aeromexico implemented Aerobot; a digital solution tool for your travelers’ inquiries and procedures that allows them to obtain information about different services on their flights and which can be launched from WhatsApp or Facebook Messenger.
In a world full of health protocols and with the premise of social distancing, this digital tool allows you to carry out operations and changes in your flight without the need to be at the counter. The development of this solution took 5 years to be adapted to the needs of Aeromexico and was in charge of Yalo, a company that provides solutions to users based on the most popular messaging services.
Among Aerobot’s features, the most outstanding are:
● Quote and generate flights
● Check-in for domestic flights
● Generation of a boarding pass with QR code
● Receive flight notifications
● Know the flight status
● Track delayed baggage
● Alerts on flight recommendations and promotions
Aerobot measures its effectiveness based on understanding what the user needs: Aerobot’s assertiveness achieves a remarkable 67%, much higher than other tools of this type. Andrés Castañeda, Aeroméxico Executive Digital and Customer Experience Vice President, highlighted: “Our digital strategy is aimed at offering value solutions to customers with the tools they have at hand. That is why we implemented Aerobot, which over time has allowed us to improve the experience and solve their needs. «
The strength of this digital tool implemented by Aeromexico lies in offering solutions to its travelers through services that they already use, in addition to the savings generated in the call center service, which in turn allows redirecting those resources with the possibility of adding value to the customer where it is really needed, said Adolfo Román, Yalo Sales Director.
