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Latest 08 Jan 2018 | Customer Service | 3 min read

Time to Take Off With Your Digital Customer Care Strategy

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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