Revolutionizing Customer Service and Social Media Engagement in the Airline Industry - A Case Study with a Major Mexican Airline
In today's digital age, customer service and social media engagement have become crucial elements for businesses, especially in the competitive airline industry. In this article, we share a case study of our collaboration with a major Mexican airline, demonstrating how Atento played a crucial role in increasing interactions and improving service levels.
The Client
Our client is one of the largest airlines in Mexico, founded in 2005. The company has a total of 14 international routes and is known for its customer-centric approach. Despite their impressive reach and offerings, they were looking to optimize and increase the reach of their digital channels.
Challenges and Objectives
The primary challenges were to improve the quality of service, optimize and increase the reach of digital channels, create a friendly, empathetic, and effective relationship with passengers and prospective customers, and optimize brand reputation crisis monitoring, analysis, and management.
The Atento Solution
Atento implemented several strategies to tackle these challenges:
Social media service on Facebook, Twitter, Instagram, and YouTube
Mail service
Analysis and monitoring tools
These strategies led to a significant increase in interactions and improved service levels, with 32 workstations dedicated to digital channels and three positions for community management and digital analysis.
Results
Atento's strategic support led to a 60% increase in interactions in social media. We improved the service level, stabilizing it between 92% and 99% monthly. The handling time was improved during the first 30 minutes from the time the case was received on social media. For mail, the handling time was improved, decreasing from 48 hours to 24 hours.
Conclusion
Atento's commitment to enhancing customer service and social media engagement in the airline industry is evident in our collaboration with the client. By focusing on social media service, mail service, and analysis and monitoring tools, we were able to increase interactions and improve service levels.
If you're facing similar challenges in your business and want to learn how Atento can help you revolutionize your customer service and social media engagement, schedule a free call with us. We're here to help you navigate the complexities of the digital age while ensuring exceptional customer experiences.
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