Upgrading the Digital Help Center
I led the product team through a complete upgrade of the Southwest Airlines Digital Help Center, transforming how customers find answers and get support.
What’s New
The redesigned Help Center delivers:
- Integrated chat support making it easier to get additional help
- Smart suggestions recommending the best help options for your questions
- Refreshed design with easy-to-read text and modern styling
Salesforce Integration
The Help Center is now integrated with our Salesforce Service Cloud platform. This enables:
- Smoother information sharing between customers and Southwest team members
- A foundation for future integration with trip data
- Better analytics to understand customer needs
The Journey
It’s amazing to see how far we’ve come in a short time:
- Renamed from FAQs to Help Center - which increased engagement
- Made it mobile-friendly - responsive experience on all devices
- Moved to Salesforce platform - with better chat and support options
Scale of Impact
With around 100 million visits per year, improvements to the Help Center have massive reach. Making it simpler to get answers fast and efficiently benefits millions of customers.
Team Recognition
This is a testament to the innovative thinking across Southwest—always working to continuously improve experiences while finding ways to use digital capabilities more effectively.
With around 100 million visits a year, making help easier to find is a big deal—now powered by Salesforce Service Cloud.
