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Last year, the customer service industry was rife with talk of chatbots and AI. Whilst these developments further the ability for brands to offer efficiency at scale, channel adoption is still a key driver to digital care success. This year, brands should be taming both technologies and platform expansion, organizing their digital support around tentpole platforms like Facebook Messenger.

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Digital Customer Support Trends for 2018

By Harry Rollason
Mar 6, 2018 10:38:00 AM
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Not long ago, many brands began burying their contact information behind interactive FAQs.

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Is Your Contact Page a Profit or Cost Center?

By Harry Rollason
Feb 28, 2018 3:47:00 PM
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Today, it takes a lot more than lightning fast response times to make customers happy.

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How to Build Emotional Connections For the Digital Age

By Harry Rollason
Jan 26, 2018 10:13:00 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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Does your organization subscribe the knowledge centered service (KCS) methodology? If it does, it’s at a huge advantage in social care.

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How to Improve Your Social Care Metrics with KCS

By Harry Rollason
Dec 13, 2017 1:10:33 PM
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So, you’ve developed your company’s first dedicated social customer service team—congrats! Now how do you keep it going?

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5 ways to sustain high-quality social care

By Harry Rollason
Dec 8, 2017 10:34:28 AM
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