About

Spirit Airlines is the ultra-low-cost American airline widely known for its Bare Fare campaign. Our Fit Fleet is one of the youngest and most fuel-efficient in the industry. We currently operate more than 500 daily flights to 67 destinations within the U.S., Latin America, and the Caribbean. The easy online booking and check-in, reliable and timely services, friendly staff, and, most importantly, our super affordable rates make us the preferred choice for travelers.

Spirit Airlines

Problem

We were looking for a robust knowledge base to support our customer support agents. Our support staff needed a solution that would empower them to browse and search for answers while handling customer inquiries. We needed a knowledge base that would contain guidelines, policies, and training materials – all accessible through a secure login. We evaluated Zendesk first, but we needed a solution that was better organized and searchable.

Solution

ProProf knowledge base software’s drag and drop table of contents makes it easy to organize content logically. We also required the content to be easily searchable, so that agents can find information while talking to customers on the phone. Agents are happy with the software’s performance as they can quickly type in questions like ‘baggage weight limit’ and have relevant articles instantly suggested.

Thanks to ProProfs Knowledge Base software’s steep learning curve, more people in our team, such as Analysts and Policy Directors, can contribute to the documentation without special training.

The Feedback and Rating feature of the software provided a nice feedback loop to the content authors. Customer service agents can rate an article and also provide comments. This helps authors in making improvements to the documentation.

Lastly, we needed a knowledge base that was secure and only visible to our authorized customer service reps. Its Single Sign-On (SSO) and IP Address Restrictions provided this functionality with minimal IT resources required for implementation.

Result

ProProfs now powers our customer service knowledge base. The overall ease of use, intuitive interface, powerful search, and easy authoring made the entire process of knowledge base creation extremely effortless for us. Our customer service agents are now able to quickly resolve customer questions by locating the answers they need in the knowledge base.

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