The product aims to allow airlines to take payment more securely whilst improving customer experiences by removing payment from call centre conversations.
Airline agents using the solution send their customers a link, via SMS or email, to a secure webpage; the customer can then complete the payment from their smartphone, tablet or PC. The solution also allows customers to pay with alternative methods like PayPal and Alipay.
The ticket is kept on hold, and issued automatically once the payment is completed.
After deploying the solution in its Finland call centre, Finnair reported fewer manual payment errors and faster call resolution.
Satu Karaksela, manager, digital customer care, Finnair, commented, “After seeing the positive impact on customer experience and call resolution times, we have also introduced Agent Pay for our chat-based customer service agents.
“Facilitating payments in this way has allowed us to resolve many more customer queries on first contact, improving customer service and freeing up agents’ time. We’re also testing Agent Pay at the airport.”