Solution

Norse implemented an omnichannel customer service solution that saves time and is easy to use for employees with little or no training. Regardless of which channel the consumer used to communicate with Norse, customer service agents can respond to customer queries instantly through a single, consolidated channel inbox.
"We chose this solution because it would give us a single tool to interact with and receive messages from clients," explains Hodges. that we would be capable of receiving those communications and, crucially, promptly replying to them on whatever contact medium is best for our clients.
Hodge wants the majority of consumer complaints to be resolved via self-service, utilizing integrated skill sets, and through online communication, saving voice for trickier situations.

Furthermore, employees have access to a knowledge base and are aided by prefabricated responses, which provide them with pre-written answers to frequently asked questions in a single click, saving them time by eliminating the need to create new responses from scratch.In addition, this makes it simple for the customer service, commercial, and advertising departments to work together and exchange insights, resulting in a seamless, integrated customer journey for Norse passengers.
According to Hodges, we keep emphasizing that Norse is a people company; we remain in control of our consumers. We placed great importance on selecting a provider that would give us excellent customer service and make it easy for us to manage digital customer service and advertising on one integrated platform.
Hodges says that with proactive communication skills, he and his staff have a deep understanding of what consumers are saying about Norse and what customers are saying about Norse. As a result, you can work with your team to develop a customer and support approach based on real-time data collected from the social media platforms where brand advocates are chatting.