As public satisfaction has increasingly turned to private resolution, we’ve witnessed further development of Messenger, Twitter CSAT and brands forging ahead with bots. These new emerging channels are designed to support 1-2-1 private resolution.
The new competitive advantage for airlines is humanity in service, at all customer touch points.
That is precisely why we derive such pleasure in working with top airlines who value customer satisfaction and strive to take their social customer service game to the next level. We are proud to have the opportunity to work with Icelandair to enable them to continue to build on their already excellent social customer service program.
Together, with Icelandair, we released a new case study: “The In-the-Moment Resolution Revolution: How Icelandair Delivers Real Time Social Care.” The study takes a close look at Icelandair’s #SocialFirst Story – how the airline addressed and overcame common challenges to become a paradigm of effortless, in-the-moment customer service, at scale.
Here are some key highlights of the study:
And here are Icelandair’s results for the first five months of 2017 (compared to the last five months of 2016):
Read Icelandair's #SocialFirst story to learn best practices for staying human even when under pressure, proactively promoting social as a care channel and scaling social internally to meet the growing customer preferences for private messaging.