“Being in the airline industry, real-time customer service is a must across all channels at Flybe. Lithium Response gives us the ability to provide our customers with an immediate response, which is critical to passengers on the move.”
- Danielle Bassett, Customer Support Liaison Manager, Flybe
Imagine you’re at the gate when you discover your flight has been cancelled. You must be in Chicago the next morning- it’s do or die. Would you visit the airline’s corporate website, fill in a lengthy online contact form, and then wait for a response? If you’re like the majority of today’s travelers– the answer is no. Travelers prefer to turn to social media to get the quickest response, which means Travel & Hospitality brands must have the right social strategy and tools to meet these expectations.
Flybe, Europe's largest regional airline, understood this challenge- today’s customer wants and needs an answer right now on social- and they strategically prepared to meet this demand.
How? They switched from their prior vendor to Lithium Response to meet the needs of their newly dedicated social care team. By arming their social care agents with the Lithium Response platform, they’ve been able to reduce their response time while seeing their incoming social volume grow.
Get the inside scoop on their soaring success. Read the full case study here.
And for more on how the travel industry is leveraging digital during its busiest travel season, check out our Travel Engagement infographic here.
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