Social Media Customer Service
Gatwick Case Study
Turning travel woes into advocacy
Airports are busy around the clock and Gatwick Airport in London is no exception. Customers use social media at the airport and in airport-related discussions at all times of day – and night. Ensuring excellent customer service, with quick response times and the right tone of voice is the way our team was going to make the difference for Gatwick.
It was all about the customer service. How can Gatwick airport ensure customers are well taken care of in social? How can they harness these conversations, turn them into advocacy and continue to increase engagement on its social platforms when so much of it happens outside of business hours? We were ready to take on the challenge.
Our teams work whenever the airport’s team cannot: evenings, early mornings and weekends. We’re there to manage Gatwick’s communities and ensure the airport’s social customer care channels operate continuously. Through this partnership, someone is always there when customers need help and good content never goes unnoticed.
Leave a Reply