Social Media for Airline

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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 24×7 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