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Southwest Airlines over other airlines, the company has recently added a text messaging and email service to inform customers of changes in flights. Southwest Airlines has hired Varolii, which has helped the company send out over 5 million text and email messages to customers in the past 18 months. The company has admitted that the move was done so in order to free up phone lines and customer service representatives so they can focus on solving the more complex customer requests. With fewer calls to check on flight statuses, presumably there will be more customer service representatives to help you, the customer. It's a pretty ingenious idea. An issue Southwest Airlines ran into the last year were customers listing their home phone numbers and had already left for the airport by the time the flight had been delayed. However, by listening to customers requests, and realizing customers preferred cell phones and email as their primary form of communication, Southwest Airlines has been able to increase the number of flight notifications by 138%. Simply put, that means fewer callers on the line which should help decrease customer wait times. Hopefully someone over at some of the larger airlines will once again take note of how good business is conducted, and will begin to take cues from Southwest Airlines, which would make all of our lives much easier.

For more about the brilliance that is Southwest Airlines, Click Here. ]]>