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Creating a Successful Customer Experience Strategy Built For Messaging Channels

For Thomas Cook, delivering an exceptional customer experience is core to their brand ethos
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A highly innovative, multi-tiered business

Last year, Thomas Cook launched a 24/7 support structure to ensure they could serve customers wherever, whenever through a scaled and appropriately resourced care strategy.
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Improving CX with NPS

Leading the way as the first UK brand to adopt NPS on Twitter and Facebook. This aligns Thomas Cook's entire business operation around improving CX by efficiently spotting trends that proliferate on building customer loyalty and satisfaction.
 
“Since using Conversocial our Average Handling Time has reduced, our response times are a lot quicker as it makes us more efficient as a team because we can see what dedicated resource we need in particular areas. We are also able to pull some really good customer data, in terms of trends and the queries that we are getting from customers, to help drive business improvements across Thomas Cook.”

Katie Shelton

Social Media Manager, Thomas Cook

Conversocial is the Conversational Customer Experience Platform

Learn how to turn customer experience into a competitive differentiator through the combined power of messaging and adaptive automation.

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Keep The Conversation Going

Adaptive Automation: Scaling Customer Service on Messaging Channels to Build the Organization of the Future

Our new white paper produced in partnership with Corinium highlights key trends in the future of customer service and automation.

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Is Contacting Your Brand As Easy As Messaging A Friend?

How do you make communicating with a business just as easy as messaging a friend?

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Introducing the New Conversocial CTO: Iskandar Najmuddin

Read more about the appointment of Iskandar Najmuddin who brings 20 years of experience in web technologies to the CTO role at Conversocial.

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