With
the complications that can from flying, customers can become frustrated quickly
with airline companies. The recent polar vortex made traveling a huge problem,
which meant even bigger problem for airlines. As another avenue to deal with
customer service, airlines used twitter as a resource. A lot of people use
twitter to vent about airlines when traveling, so using twitter to acknowledge
these customers I think is a brilliant idea. By connecting with customers on
twitter you make create better customer service since tweeting is usually fast
pace, also you make the customer feel valued by reaching out and recognizing
their problem. I think that using twitter is a great way to reach out to
customers and provided customer service.
As it was mention in the article, American Airlines was sending out a huge volume of tweets and had a team of
people designated to deal with this job. With that much focus on that one
sector of customer service, they were able to respond to tweets fast, which made
it more effective. Other airlines took much longer to respond to tweets. For
example, United took on average over two hours to respond to tweets. By not
having a fast response time, the use of social media is diminished because quick sharing of information is a main objective of social media. American
Airlines has done a great job using social media for customer service. In
another blog about American Airlines using twitter for customer service, the
author shares his experience with the airline. Through twitter, the airline was able
to hear the customer’s need and help get him what he needed while he was in
flight. This positive experience prompted the man to share how helpful the
airline was, creating value for the airline. Overall, using social media to connect with customers is a good way to keep them informed and happy.
http://www.huffingtonpost.com/alan-w-silberberg/american-airlines-nails-t_b_3631918.html
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