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How can you use Twitter to improve your airline's customer service response time?

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Twitter is one of the most popular and powerful social media platforms for airlines to communicate with their customers. It can help you provide timely and personalized responses, address issues and complaints, and build trust and loyalty. However, it can also be challenging to manage the volume and expectations of your Twitter audience. How can you use Twitter to improve your airline's customer service response time? Here are some tips and best practices.

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Monazza Anwar ?

Marketing | Social Media | International Business Management | Corporate Trainer | Revenue Management
Abdulla Al Harthy

* Light upon Light * Al Harthy Enterprises. Owner.

1 Set up a dedicated account

One of the first steps is to create a separate Twitter account for your customer service team. This will help you differentiate your marketing and promotional messages from your support and feedback ones. It will also make it easier for your customers to find and reach you, and for your agents to monitor and reply to the relevant tweets. You can use your main account to direct your followers to your customer service account, and use a consistent name, logo, and bio to maintain your brand identity.

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Abdulla Al Harthy

* Light upon Light * Al Harthy Enterprises. Owner.
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Absolutely. Separate accounts for Separate purposes. News are committed faster in tweets and they are directly sent to the concerned or public. Similarly, promotional tweets are pushed on timely basis for promotional purposes.

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2 Use tools and automation

Managing your customer service account can be overwhelming, especially during peak times or crisis situations. You can use tools and automation to help you streamline your workflow and improve your efficiency. For example, you can use a social media management platform to schedule your tweets, track your mentions, and assign tasks to your agents. You can also use chatbots or autoresponders to acknowledge your customers' queries, provide basic information, and direct them to the right channel or person.

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3 Be responsive and proactive

One of the key benefits of Twitter is that it allows you to provide fast and direct responses to your customers. However, this also means that your customers expect you to be responsive and proactive. According to a study by Twitter, 71% of users who tweet at a business expect a response within an hour, and 53% expect a resolution within the same time frame. To meet these expectations, you need to have a clear and consistent response policy, train your agents on how to handle different scenarios, and prioritize the most urgent and important cases. You also need to be proactive and reach out to your customers before they contact you, especially if you anticipate or encounter any delays, disruptions, or problems.

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Monazza Anwar ?

Marketing | Social Media | International Business Management | Corporate Trainer | Revenue Management
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As a customer service account for an airline, it is important to be responsive and proactive. Having managed my previous airline employer's social media accounts during the start of the Covid-19 pandemic, I know very well how crucial it is for the airline's response times to be effective and efficient, in order to meet the customers' needs. A clear response policy was devised at that time to manage the crises communications on social media, collaborating with different teams to convey disrupted flight schedules, delays, rebookings, etc to disgruntled customers. A challenging and learning experience.

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4 Be human and empathetic

Another key benefit of Twitter is that it allows you to show your personality and empathy to your customers. This can help you build rapport, trust, and loyalty with your audience. To do this, you need to avoid using generic or scripted responses, and instead tailor your messages to each customer and situation. You also need to use a friendly and respectful tone, acknowledge your customers' emotions and frustrations, and apologize and offer solutions when necessary. You can also use emojis, GIFs, or memes to add some humor and warmth to your interactions, but only when appropriate and relevant.

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Monazza Anwar ?

Marketing | Social Media | International Business Management | Corporate Trainer | Revenue Management
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Customers know when they are met with AI bots and mechanical auto-replies. On twitter, an airline can adopt a friendly brand voice to assist customers in their queries and offer practical solutions. An empathetic and respectful tone works wonders when dealing with an angry customer.

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5 Measure and improve

Finally, you need to measure and improve your customer service performance on Twitter. You can use metrics such as response time, resolution time, customer satisfaction, and retention rate to evaluate how well you are meeting your customers' needs and expectations. You can also use feedback surveys, reviews, or testimonials to collect your customers' opinions and suggestions. You can use this data and insights to identify your strengths and weaknesses, and implement changes and improvements to your strategy and processes.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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David Studden ?

Aviation | Travel | Coffee ?? Addicted to aviation innovation, ideas & stories. Lifelong learner fueled by curiosity, community, and great coffee. ??
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Speed of response & of action is what matters in X (twitter)! It's a simple tool to use - straight forward and to the point! But how quickly & effectively do airlines respond. In many cases, I see they "reply" - but are unable to find a solution or push the customer to a different social media tool or channel or give a scripted reply. Passengers want solutions & want them fast - but are airlines able to deliver?

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How can you use Twitter to improve your airline's customer service response time?

1

2

3

4

5

6

1 Set up a dedicated account

2 Use tools and automation

3 Be responsive and proactive

4 Be human and empathetic

5 Measure and improve

6 Here’s what else to consider

Airline Management

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How can you use Twitter to improve your airline's customer service response time?

1

2

3

4

5

6

1 Set up a dedicated account

2 Use tools and automation

3 Be responsive and proactive

4 Be human and empathetic

5 Measure and improve

6 Here’s what else to consider

Airline Management

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