Without the customer, there is no customer service

Sam Walton, legendary founder of Walmart, said, “There is only one boss. The customer.” At Amadeus, we couldn’t agree more. From our two service centers in Buenos Aires and San Jose, Costa Rica, the Amadeus Support Services team helps customers across the US, Canada and Latin America get the most out of their Amadeus travel technology. On average, the team handles 1,000 calls per month for North America, with a first contact resolution rate of 98.2 percent. Best-in-class support includes fielding customer questions and issues, addressing specific incidents and requests, and trouble-shooting challenges big and small.

Help is always on the way

The Amadeus Support Services team provides functional and technical support to all Amadeus Americas customers who need assistance across our Retail, Business Travel, Corporate and Online segments. The Americas regional help desk features early-to-late hours spanning multiple time zones, enabling clients to speak with live professionals about any challenges they face. Personalized support is provided in English, Spanish and Portuguese.

For solution-specific customer questions, the Amadeus Service Hub portal is open 24/7, and offers an exhaustive knowledge library, online case management, e-learning, news, training and a live travel community. If you’re looking for a particular reference guide, tutorial, training video or FAQ, the Amadeus Service Hub is definitely the place to go!

Here are four ways our organization is evolving to satisfy our customers’ needs:

  1. Less time on hold. We recently boosted the number of available agents during peak hours to ensure on-hold times are as brief as possible.
  2. Personalized attention. A new upgrade to our telephone system routes customer calls to the right agents by matching language requirements and expertise levels.
  3. Expanded assistance. Through continuous cross-training and communication, Amadeus help desk professionals provide real-time updates on specific market events, cross-market opportunities, new products, procedures and troubleshooting.
  4. More targeted support. Not only are our team members skilled at answering questions by phone, we also address customer issues via Amadeus Service Hub and live chat.

The customer is boss

Amadeus is committed to helping our customers maximize their investment in our travel technology solutions by providing service excellence – it’s at the heart of everything we do. The key reason our Support Services organization exists is to deliver a “best-in-class” experience to every customer, every time. To paraphrase Sam Walton, we have no doubt that “the customer is boss” – and without our customers, there would be no customer service!

Read more about Amadeus’ customer service milestones in our 2018 Global Report


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