Soaring to New Heights in CX

A Major Airline needed to enhance their customer service and social media engagement to improve passenger satisfaction.

Challenge

Enhance information and customer service via email and social media.
Improve service quality, optimize processes, and expand the reach of digital channels.
Foster a friendly, empathetic, and effective relationship with passengers and prospective customers.
Optimize brand reputation through crisis monitoring, analysis, and management.

Strategy

Implemented social media services across Facebook, Twitter, Instagram, and YouTube.
Deployed mail service and analytical monitoring tools (Keepcon) to manage interactions.
Established 32 workstations for digital channels and 3 positions for community management and digital analysis.

Highlights

On average, 26,000 monthly social media interactions managed.
Effective multi-channel engagement: Facebook (17,000), Twitter (8,500), Instagram (450), YouTube (10).
12,000 monthly emails managed through 4 accounts.

Results

60% increase in social media interactions.
Service Level (SLA) improved and stabilized between 92% and 99% monthly.
Email handling time reduced from 48 hours to 24 hours.
Improved initial response handling time to within 30 minutes for social media cases.

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