Viva Air Airbus A320 at CLO by Loren Moss

Low Cost Airline Viva Air Chooses Glassbox For Web Customer Experience Orchestration

Digital Customer Experience Orchestration provider Glassbox has been appointed by South American low-cost air carrier Viva Air Group as their digital web experience metrics provider. Viva Air offers a web-first passenger experience model, encouraging travelers to book fares via its website. For passengers who purchase air travel on the regional airline via telephone or in-person retail outlets, the cost is higher.

“We are planning to substantially scale-up the business in the next five years, from expanding our fleet and destinations served to offering our customers a flawless digital experience. Simply by recording several web sessions in our real environment, Glassbox allowed us to see exactly what each error costs us in terms of missed revenue, and that alone was worth the move. We also tried Glassbox’s well-known funnel functionality and it’s as easy and useful as it’s recognized to be. Glassbox has significantly increased our website conversion rates, it has dramatically reduced the number of issues and errors on our site but most importantly it has enabled us to give our customers an even better service”, said Lisa Mota Pinto Chief Commercial Officer at Viva Air.

Rapidly expanding Viva Air, originally founded as Viva Colombia is the first low-cost-carrier model airline to launch in Colombia. The airline has expanded over the past 8 years and now flies an extensive network throughout Colombia, Peru, and also to and from Miami, Florida.

“Viva Air is a young and vibrant airline, truly committed to becoming the leading low-cost airline in the region and we are thrilled to help them achieving their ambitions”, explained Gaby Koren, General Manager – Americas, at Glassbox. “The process was extremely quick as we focused on our Cashbox functionality, which empowers enterprises to quantify the exact impact that each issue has on revenue, to quickly address them and to optimize customer experience”.

Glassbox has already completed Viva Air’s web deployment and is actively delivering digital web experience insights to the airline.

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