The Digital Team that I am fortunate to lead at Southwest recently launched a new Digital Advisor feature using Qualtrics. This low-code effort allowed us to quickly serve up key information to help Customers get ready for their trip. This feature is one step in testing additional ways to better prepare Customers for travel across…… Continue reading Helping Customers find Answers
Author: Mark Hursh
Improving the chat experience
The Digital Team that I was fortunate enough to lead recently launched a new chatbot feature on Southwest’s website and mobile apps. This feature allows Customers to be able to quickly get information about policies and be linked to self-service information. Chatbot feature on the Southwest App Chatbot feature on the Southwest website
Sarasota
Making payments even easier
I’m fortunate to be able to lead a team of digital product experts at Southwest Airlines. Recently the team partnered with many internal and external folks to launch an integrated installment payment option on the desktop and mobile version of Southwest.com Customers loved the flexible payment option when choosing to take a trip. Installment payment…… Continue reading Making payments even easier