Social has become a crucial platform to understand traveler/guests’ sentiments and respond to them with relevant & timely information, content and support. IGT social media services includes end-to-end multi-channel management of the traveler’s social journey from custom engagement strategies to content management, customer support to analytics, and crisis communications to AI-enabled solutions like chatbot.
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Benefits Achieved
- Handling 3.6+ Million interactions per year with 600,000+ Cases per
year spread across languages and locations - 500% growth in social media engagement over the last 3 years
- Average query response time of 30 minutes with the first response with an average of 13 minutes
- 70% of the airline's social media volume handled by IGT with 60% for English and 100% for the other languages (excluding Dutch)
About the Client
A leading European Airline having 120 aircrafts flying to 145 destinations worldwide.
Solution Areas
- Social Media Campaigns
- Fares & Ticketing
- New Bookings
- Flight Information
- PNR Re-booking & Servicing
- Baggage Tracing
- IROPS Management
- Loyalty Management
- Alliances Partner Network
- Complaints and Customer Care
Objectives
- Create and manage a global, multi-lingual social media service for listening, monitoring & managing the customer conversations across social media channels
- Improve CSAT through effective and efficient communication & faster response time for issue resolution
Challenges
- Managing large volume of customer queries during disruptions and contingency situations
- Delay in response time for the customers
- Increased DSAT
- Lack of revenue generation from social channels
Resolution
- Creation of 24x7 Social Media Hub to enable effective social customer engagement with capability in 20+ international languages
- Team of 250+ highly qualified social media representatives, cross-skilled across Amadeus, WorldTracer, Salesforce as well as online reputation and community management
- Multi-lingual support provided from Manila, Kuala Lumpur, Dubai, Bucharest and India across 10+ social media and chat channels