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 Kudos Category: Keep Calm and Carry On 1. How did your team shift your existing strategy to better engage customers during a crisis? Our focus over 2020 was to keep our standard of care through immediate increased volume. We saw a trend in the beginning of the pandemic. As the pandemic evolved, so did the customer engagement. Customers went from wondering about travel; to wanting refunds because they couldn't travel; to wondering what our response to Covid was. 2. What operational processes did you create or change to respond in a time of crisis? We leveraged the Welcome Response. The Welcome Response helped us gauge the customer sentiment and concern.  We weren't only looking for information from the customer, but we gave them the ability to self-serve.  3. What success metrics did you use to determine if your shifts in strategy and process had the desired outcomes? What were those quantifiable outcomes? We looked at the metrics behind the response chosen. We quickly saw how we had to change what information we were not only gathering, but the information we were providing.  If we found there was a lower percentage in one of the responses, we switched up the welcome response.   ... View more

<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. ... View more

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. ... View more