Creating a Successful Customer Experience Strategy Built For Messaging Channels

For Thomas Cook, delivering an exceptional customer experience is core to their brand ethos

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.

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