Page 17 - Raise Your Game: 13 Social Success Stories
P. 17

Flybe is Europe’s largest regional airline, opera ng more UK domes c  ights than any other airline. Due to Flybe’s increasing volume of social customer service related queries, they recognized that social was fast becoming a preferred channel for customer engagement. Flybe’s new focus was to use social as a customer care channel versus a marke ng channel while s ll maintaining the ability to publish marke ng posts when required. When the decision was made to set-up a dedicated social care team, Flybe took the opportunity to re-assess their social tool, which was an inherited tool used by their in-house marke ng team.
FOLLOWERS INCREASED BY
38% ON TWITTER, 50% ON FACEBOOK
89%
OF TWITTER INQUIRIES RESPONDED TO WITHIN
15 minutes
“Social customer service is extremely important to Flybe. Being in the airline industry, real- me customer service is a must across all channels. Lithium Response gives us the ability to provide our customers with an immediate response, which is cri cal to passengers on the move.”
— Danielle Basse , Customer Support Liaison Manager
INCOMING MESSAGE VOLUME INCREASED BY
39% ON TWITTER, 57% ON FACEBOOK
85%
OF FACEBOOK INQUIRIES RESPONDED TO WITHIN
15 minutes
CASE STUDY
2016 LITHY ENTRY
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