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Seleah Gardiner

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Seleah Gardiner

Traveling can be stressful at times, right? And the nature travel means you are always pressed for time. For the always on the go traveler, digital is fast-becoming the favored channel for resolution. Beyond simply solving customers’ problems, digital channels offer a unique way for airlines to actually enhance the travel experience. When managed properly, a service experience is quick, in-the-moment and personalized. The benefits also ring true for airlines, with digital care often being both more efficient and ROI positive compared to traditional service offering.

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Infographic: Which Airlines Are Leading and Lagging in Digital Customer Service?

By Seleah Gardiner
Feb 7, 2018 8:48:28 AM
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Last year we looked at how delivering effort-free customer experiences was the driving force behind the change in customer expectations. Whilst delivering effortless customer service is still critical to delivering seamless customer experiences, a lot changed in 2017 also. The digital customer service landscape evolved significantly, truly undergoing its own digital transformation. The maturation of social care has given rise to the natural evolution of the term ‘Digital Customer Service’, which is where we find ourselves as we start 2018! 

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The Top 5 Customer Service Stats and Trends For 2018

By Seleah Gardiner
Jan 29, 2018 9:31:16 AM
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The retail landscape has changed radically over the past few years. Consumers are noticeably shunning the high-street and instead choosing to shop online. E-commerce offers what the high street cannot—convenience. You can shop on your mobile device wherever, whenever. The exponential growth in e-commerce is proof that an in-store shopping experience just isn’t cutting it anymore.

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Gymshark’s Social Care Story: Building a Social Care Operation for the Digital Customer

By Seleah Gardiner
Jan 23, 2018 9:00:00 AM
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Your travelers’ lives are digital, but is your customer care stuck in the past? Conversocial’s NEW Airline Benchmark Report is here!

Simpliflying recently found that 43% of airlines cite delivering customer service via social media as their top priority for 2018. Not surprising when considering last year we saw a host of high profile airline service mishaps, with social amplifying the impact (United Airlines' for one was right at the epicenter of some very negative social PR). 

United Airlines' failure to go the extra mile for a customer is one example of how not responding to a major complaint in today's digitally focused age can spiral out of control publicly. The epic fallout from high profile service instances like this, demonstrating a lack of adequate customer support, means that now more than ever service provided by airlines is under intense scrutiny. Airlines are constantly under pressure to not only meet but fly above their customer’ expectations. 

What's the current state of digital care within the airline industry?

The new competitive advantage for airlines is delivering humanity in service, at all customer touch points. This means arming frontline staff, breaking down internal silos and allowing social to inform business decisions. Airlines that are attempting to capture, understand and win the travelers of 2018 are faced first with the prospect of having to initiate a personalized experience. You can’t just cruise on autopilot when it comes to servicing digital passengers. With air travel often embedded in very emotional life moments, exemplary customer care is the ticket to customer loyalty.

But what makes an airline #SocialFirst? It's time to stop wondering, Conversocial's Airline Benchmark Report is here to help! Read the Conversocial Airline Benchmark Report to:

  • Discover how the world's 20 largest airlines rank on Twitter for Social Customer Service
  • Understand the changing expectations of the digital customer and how to meet them
  • Grasp the impact that Bots and AI will have on customer service 

The Conversocial Airline Benchmark Report aims to help airlines in their journey to become a paradigm of effortless, in-the-moment digital customer service providers, at scale, as well as showcase the leaders and laggers in airline customer service over Twitter. 

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Time to Take Off With Your Digital Customer Care Strategy

By Seleah Gardiner
Jan 8, 2018 10:30:00 AM
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For the travel industry, from airline to trainline, social is becoming one of the most important service pathways, as when successfully managed it allows a service agent to connect with the customer conveniently and in-the-moment. The marketing agency, Rational found that 67% of travelers have used social as a customer service channel and a further 53% expect a response within an hour. The travel industry is fast-moving therefore the need for speed, when it comes to providing customer service, should be priority for any travel company. After all, the entire travel industry is based upon customer experience, right?  

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ScotRail Add Automation Functionality on Twitter to Deliver More Efficient Social Customer Care

By Seleah Gardiner
Dec 15, 2017 12:39:41 PM
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New York Times best-selling internet entrepreneur, Jay Baer calls social customer service a “spectator sport.”

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With social care, no response is the worst response

By Seleah Gardiner
Oct 30, 2017 12:09:58 PM
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The retail landscape has changed radically over the past few years. Consumers are noticeably shunning the high-street and instead choosing to shop online. E-commerce offers what the high street cannot—convenience. You can shop on your mobile device wherever, whenever. The exponential growth in e-commerce means that an in-store shopping experience just isn’t cutting it anymore.

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Win The High Street With #SocialFirst Customer Engagement

By Seleah Gardiner
Sep 29, 2017 1:00:35 PM
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Stop what you're doing! It's that time of the year when Conversocial releases its hotly anticipated NEW Definitive Guide to Social, Digital Customer Service.

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Introducing the 5th Definitive Guide to Social, Digital Customer Service

By Seleah Gardiner
Sep 12, 2017 12:50:08 PM
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