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Contact: Danielle Bassett (Customer Support Liaison Manager)
Social channels: https://twitter.com/flybe, https://www.facebook.com/Flybe
Lithy category: Support Savings MVP
Flybe is Europe's largest regional airline, operating more UK domestic flights than any other airline. They have received numerous accolades, including being named the top UK airline for punctuality in a report issued by UK consumer watchdog Which? and being honored as the ‘Best Short-Haul Airline’ at the 2016 Business Travel Awards.
Our road to Lithium Social Web (LSW)
Due to Flybe’s increasing volume of social customer service related queries, we recognized that social was quickly becoming a preferred channel for customer engagement. Our new focus was to use social as a customer care channel versus a marketing channel while still maintaining the ability to publish marketing posts when required. When the decision was made to set-up a dedicated social care team, we took the opportunity to re-assess their social tool, which was an inherited tool used by their in-house marketing team.
We explored other social care solutions, and we ultimately replaced our prior vendor with Lithium Social Web (LSW) to offer the ability to meet the needs of a growing social customer care team that could respond quickly and resolve issues efficiently.
How LSW has benefited our customer care organization
Our social media team works from different locations, but with LSW, the team is able to assign conversations that may require a corporate response or further investigation while not impacting response times. Even if you are not logged in to the tool, you are notified by an email alert that works really well. This has benefited a few key stakeholders outside of the social media team that use LSW, which include marketing and customer support management.
Flybe social media team
In addition, we currently utilize the LSW Shared Dashboard with other license holders, which enables greater real-time visibility throughout our organization. This ensures our customers are receiving the best possible service within business hours.
Our results with LSW
The implementation of Lithium enabled us to report immediately on the number of responses made within 15 minutes, half the time of that previously possible without LSW. As social channels are fast becoming the preferred communication method, it is important that we are able to promote our response times and shine amongst our competitors. LSW allows us to do that to address our customers’ needs.
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