Online Self-Service Takes Flight at Copa Airlines

CopaAirlines Q INTELLIRESPONSE A STAR ALLIANCE MEMBER Customer Case Study: Online Self-Service Takes Flight at Copa Airlines THE CHALLENGE THE SOLUTION Customers increasingly prefer online self-service over phone, email, or chat. Providing customers with instant, accurate answers to their questions is critical for ALL airlines. Questions that deal with Using the IntelliResponse Virtual Agent solution, Copa now provides 24x7 online access to self- service options, yet still maintains that personal Ask Ana booking flights, finding flight status, and baggage rules are often asked with real urgency. touch! POWERED BY Q INTELLIRESPONSE COPA's RESULTS ASK ANA TAKES FLIGHT! Online customer 50% self-service Questions 47% interactions Asked with 50% of all Online Ask Ana with Ask Ana rises... Customer Service Channel interactions 35% at Copa take place using the Ask Ana online self service option. Jan 2012 Jun 2012 Jan 2013 Jun 2013 COPA Call and chat volume at Copa have steadily declined since CALLS & CHAT 65% 58% 53% 50% implementing Ask Ana Outstanding Customer Service Has No Geographic Boundaries Calls & Chats Deflected, But Customer Experience Improves Do you have a question? Ask Ana English Spanish ¿Tiene una pregunta? Pregúntele a Ana Portuguese Fewer customers have a need to phone into the call center. Tem uma pergunta? Pergunte a Ana Latin America's fastest growing airline and 56% General and baggage info are increasingly being 1ST STAR ALLIANCE increase in consumer 6 months of automated thru Ask Ana, so 2013 interactions fewer customers have a need MEMBER via Ask Ana to phone into the call center. Call volume growth slows at Copa Jan 2012-June 2012 Jan 2013 - June 2013 17% 11% Call volume growth Call volume growth .and continues to decline as more consumers prefer to self-serve! WASHINGTO W UEVA YORK 7 HUB de ZK LASAMERICAS GUADAL GARA * Assumption: 80% of all 40% reduction consumers who interacted with Ana didn't have a need to escalate to phone or chat (standard assumption). PUERTO ESPANA Online self-service in mulitple languages helps Copa to deliver an outstanding customer experience. in call and chat volume QUITO 4 out of 10 consumer interactions 66 with Copa Airlines were completely automated with help of Ask Ana virtual agent and those consumers did not require phone or chat support destinations SANTIAGO MONTEVIDEO 29 BUENOS AIRES countries and counting... Customers Are Happier Hola! Cómo estás? Copa has extended Ask Ana to Facebook as well. Visitors to Multi-channel customer Service Integration This frees live agents' time at Copa to help customers who require live agent support. f 390,554 LIKĖS Copa's Facebook page can receive the same intelligent, automated assistance they receive from www.copa.com.