Flixbus: In the fast lane of customer service

Flixbus not only expands its route network, but also uses the latest technologies in customer service and stands out from the competition.

Overview

Industry: Transport

Customer since: October 2015

Region: Europe

Employee: 500

User: 11 millionen

Summary:
The association of the companies Flixbus and MeinFernbus to the largest private coach transport in Germany carries around half of all coach passengers in this country.

OMQ Contact in use

In the constantly growing coach transport industry MeinFernbus and Flixbus, the two biggest providers, have joined forces. As market leaders, the two companies have not only the goal of providing a Europe-wide comprehensive route network at a fair price. Flixbus has also bigger plans. Together with the internationalization and cooperation with airlines, the company wants not only to widen their horizons, but also to improve their own internal branches. The focus is on the companies’ spokesperson, the customer service. The customers should not only receive the best customer service experience during the journey, but also outside of it. With the use of OMQ, Flixbus has the possibility to implement a central knowledge management in 32 different languages. For the implementation, the latest technologies are used to reduce and process customer requests faster.

Implementation

The contact form for MeinFernbus Flixbus was individually designed by OMQ. By using this form, customer dialogue grows while providing an splendid customer communication. With the integration of OMQ Contact standardised requests can be automatically answered and inquiries reduced. The dynamic form was directly connected with the solution field. Immediately as the customer fills this out, related information is asked for in real time.

Due to the peculiar configuration between MeinFernbus and Flixbus, the main knowledge base is ideal for the two different brands. The knowledge of the two companies is centrally controlled and is always available. The frequently similar information is professionally displayed with the respective brand style.

Kontaktformular Flixbus

Used products:

OMQ Contact

OMQ Help

OMQ Assist

Advancement

With the use of OMQ Contact, the amount of the incoming requests is reduced. The drop-down menu, which was specifically developed for the contact form, enables the customer to choose a standardised subject. The displayed solutions are even more specific due to the precise classification. The category selection is also the foundation for the automatic routing. It is guaranteed that a sent request will appear in the correct folder of the ticket system and it can be processed as fast as possible. The additional questions for more information on the dynamic forms reduces the amount of inquiries. This not only increases the speed and quality in the support department but also boosts customer satisfaction with the service offered.

Through OMQ Contact we implemented an intelligent contact form, which recognizes our customers inquiries as soon as they are entered and suggests suitable solutions.Our customer service has never been so fast.

Flixbus - Jochen Heidenberger
Head Of Customer Service

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