- Travel & Hospitality
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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