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2021 Customer Awards: United Airlines - The Accelerator

2021 Customer Awards: United Airlines - The Accelerator

<Company Logo here>
Company: United Airlines

Company background: Every day, we help unite the world by connecting people to the moments that matter most. This shared purpose drives us to be the best airline for our employees, customers and everyone we serve.

Contact: Lynaire Cacal

Title: Assistant Manager, Social Media & Operational Communication

Related URLs: <Add supporting URLs of your community, social channels, campaign sites...>

Kudos Category: The Accelerator

1. Please describe your company and your initiative.

Every day, we help unite the world by connecting people to the moments that matter most. This shared purpose drives us to be the best airline for our employees, customers and everyone we serve.

We look to provide a first response to the customer in less than 10 minutes from their initial outreach.  When customers come to us on Social, they can expect their issue and questions to be handled with that Social Media interaction.


2. What was the “before” state? What challenges did you have to overcome?
At United Airlines, we were one of the most impacted industries from the pandemic. Pre-pandemic, we were able to handle conversations with the first response time of 10 minutes. Our focus over 2020 evolved to keeping our standard of care through immediate increased volume. With the 141% increase in volume, in March alone, we needed a new way to help customers without the hold times. We looked to find a way to utilize Khoros solutions so by the time our Representatives were able to reach the customer, they would have as much information as possible.

We leveraged the Welcome Response. The Welcome Response helped us guide conversations and gather as much information as possible, so by the Representative would have as much information as possible to help the customer.

3. What were the results? Please cite qualitative and quantitative results.

In March 2020, we were seeing very high volume.  With the ability to be fluid & flexible with our message to customers, it gave customers relevant information to self-serve. This allowed us to continue providing the level of care they are used to without having to utilize agents for simple questions & gave agents time to deal with complex cases.Welcom Response.JPG

March 2020 first response time.JPG

Incoming Volume March2020.JPG

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