Customer Service & SupportPurpose
1.2. Automate feedback routing for real-time issue resolution and trend monitoring across airline customer service touchpoints.
1.3. Centralize data visibility for management to enhance passenger experience, operational efficiency, and regulatory compliance.
1.4. Eliminate feedback silos by integrating multiple channels—social media, review sites, direct feedback—to ensure end-to-end monitoring.
1.5. Support automated escalation, alerts, and actionable insights for corporate airline teams.
Trigger Conditions
2.2. Feedback containing specific keywords, sentiment (negative/urgent), or relating to targeted flight/date.
2.3. Scheduled batch sync of new entries since last polling interval.
2.4. API webhooks from platform indicating an update, deletion, or response.
2.5. Manual trigger from an authorized user for ad hoc feedback import.
Platform Variants
• Feature/Setting: API v1 – GET /reviews/new; Poll new reviews.
• Sample: Configure API key & company_id; poll every 5 minutes.
3.2. Bazaarvoice
• Feature/Setting: Conversations API – GET /data/reviews.json; Retrieve product/service feedback.
• Sample: Use API key, filter by locale and submissionTime.
3.3. SurveyMonkey
• Feature/Setting: Webhooks – survey_response_completed; Push completed survey feedback.
• Sample: Register webhook with survey ID; retrieve response payload.
3.4. Qualtrics
• Feature/Setting: API v3 – GET /response; Fetch survey results for airline NPS.
• Sample: Use OAuth token; specify surveyId & date range.
3.5. Medallia
• Feature/Setting: API – GET /feedback; Stream incoming survey and site feedback.
• Sample: API token; filter by channel (email/web).
3.6. Zendesk
• Feature/Setting: Support API – GET /satisfaction_ratings; Monitor customer satisfaction ratings.
• Sample: Auth with OAuth; periodic polling.
3.7. Salesforce Service Cloud
• Feature/Setting: REST API – GET /case/feedback; Pull post-case feedback.
• Sample: Salesforce connected app; set up scheduled queries.
3.8. Google Reviews
• Feature/Setting: Google My Business API – GET /accounts/{accountId}/locations/{locationId}/reviews
• Sample: OAuth login; poll new review events per location.
3.9. Facebook
• Feature/Setting: Graph API – /{page-id}/ratings; Fetch page ratings and reviews.
• Sample: Configure page token; schedule API call.
3.10. Twitter/X
• Feature/Setting: API v2 – GET /tweets/search/recent; Capture airline mentions/tweets with feedback hashtags.
• Sample: Bearer Token; search for relevant terms.
3.11. TripAdvisor
• Feature/Setting: Partner Content API – GET /reviews; Collect airline or destination reviews.
• Sample: App key/secret; filter by target location.
3.12. Yelp
• Feature/Setting: Fusion API – GET /businesses/{id}/reviews; Retrieve reviews for airline lounges/offices.
• Sample: API Key; request for specific businessId.
3.13. Typeform
• Feature/Setting: Webhooks API – onFormResponse; Instant push of completed customer forms.
• Sample: Register endpoint; map response fields.
3.14. Slack
• Feature/Setting: Incoming Webhooks – Receive feedback from internal/external channels.
• Sample: Configure webhook URL; assign to #feedback channel.
3.15. Google Forms
• Feature/Setting: Google Apps Script – onFormSubmit; Send responses to endpoint.
• Sample: Attach trigger to form; push JSON to API.
3.16. Freshdesk
• Feature/Setting: Feedback API – GET /tickets/feedback; Extract ticket satisfaction surveys.
• Sample: API Key; set polling cycle.
3.17. Microsoft Forms
• Feature/Setting: Forms API – onNewResponse; Capture new submission events.
• Sample: Configure webhook; secure with OAuth.
3.18. UserVoice
• Feature/Setting: API – GET /feedback; Aggregate direct user feedback data.
• Sample: OAuth requisition; interval fetch.
3.19. InMoment
• Feature/Setting: Feedback API – GET /responses; Access in-flight/airport CX feedback.
• Sample: API key/token; filter by service type.
3.20. WhatsApp Business
• Feature/Setting: Cloud API – /messages webhook; Receive direct passenger feedback via chat.
• Sample: Register webhook event, map contact details.
Benefits
4.2. Reduces manual feedback aggregation, saving staff time.
4.3. Enables automated, real-time alerting and prioritization of urgent issues.
4.4. Facilitates trend detection for early operational improvements.
4.5. Enhances regulatory documentation and compliance reporting.
4.6. Supports continuous passenger satisfaction tracking and loyalty programs.
4.7. Improves management’s ability to monitor multi-channel feedback streams.
4.8. Enables prompt follow-up to prevent escalation of negative experiences.
4.9. Promotes data-driven strategy for customer service excellence.
4.10. Strengthens competitive differentiation by leveraging wide feedback scope.