2021 Customer Awards: United - Best-in-Class: Care

2021 Customer Awards: United - Best-in-Class: Care

United Airlines
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: https://ual.response.lithium.com/console/agent/35744655 
https://ual.response.lithium.com/console/agent/35801200  https://ual.response.lithium.com/console/agent/37819831  https://ual.response.lithium.com/console/agent/37424363

Kudos Category: Best-in-Class: Care

1. What were your organization’s digital customer service initiatives? What channels do you support today?

Our Customer Service Initiatives are to provide a Social Care experience that demonstrates our shared purpose and values.  

The Social Care team at United  Airlines is there for our customers 24/7/365.  Social Care engages throughout the entirety of their travel journey. 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 in that single interaction.

The channels we support today are Twitter, Facebook and Instagram.  We launched Instagram in March. Instagram is a new opportunity for us to connect with the customer.

2. What was the most important issue you were looking to solve via your digital technology (e.g. community and/or social media management platform) — and what makes your approach to that achievement unique?
The most important issue we are looking to solve is to provide caring and efficient Social Care. We are a one stop shop for the customer. We provide Social care at your fingertips.

3. What 1-3 metrics best describe your success? (e.g. CSAT, call deflection, cost reduction, agent efficiency, response speed, resolution rate, etc.)).
The best metrics that describe our success is first response time and conversation handle time.

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