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Friday February 11, 2011
PETALING JAYA: Ask AirAsia is a new online service launched by the airline which is aimed at answering customers’ questions in real time.
Designed as an alternative to the current helplines, customers may now contact the airline via e-mail, Twitter (@askairasia) or live chat.
“Many of our guests are Internet-savvy, so we are taking advantage of this strength to steer queries away from the call centre and towards Ask AirAsia,” said AirAsia group CEO Datuk Seri Tony Fernandes.
He added that the immediate automated response system was expected to reduce customers’ wait time as well as call centre operating costs.
While the automated response and e-mail services are available 24 hours daily, real-time Twitter and live chat services are available from Monday to Friday between 9am and 6pm.
The live chat service is only accessible to registered AirAsia members.
AirAsia is looking at rolling out a mobile version of Ask AirAsia as well as introducing the service in other languages, including Malay, Chinese and Thai.
AirAsia will continue to offer call centre services for customers who prefer voice calls or those looking to make flight bookings or booking changes.
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