March 21, 2017

Centralizing social customer service for an airline

minute read

An International Airline client needed an enterprise-level solution to manage the volume of customer inquiries coming through on social media day and night.

And, with a customer service team spread across two countries, three cities and multiple time zones, the solution had to be scalable, fast, and, above all, collaborative. Centralizing customer care to improve customer retention metrics was critical.


We worked alongside our client to learn more about their organizational structure, workflow and service priorities.

With these requirements in mind, we configured a centralized approach for a decentralized team.

Lexer's customer data platform allows them to rapidly classify and triage content to the relevant area of the company. Whether it be baggage claim, customer loyalty or corporate affairs, all levels of the business use the tool to deliver fast, informed responses to each post. This customer intelligence platform enables improved service, profits, and growth.

They also use rich, integrated reporting capabilities to maintain visibility on team quality and security, with real-time metrics on SLAs, KPIs and average customer wait times.


Over the course of our three-year partnership, the team has been so successful in reducing their response time, they have even been recognized as the Airline of choice by Australian social media users.

In 12 months, the team efficiently managed over 500,000 posts.

To put that into perspective, that’s a whole year of work for 2 full-time staff members, now freed up to focus on customer service strategy and resourcing arrangements to respond to a 24-hour conversation.

With a time-saving of 30 seconds per post, Engage saved them over 4,000 hours of time.

They also exceeded Customer Advocacy targets across the company, with the three major group brands achieving record NPS results.

They’ve monitored their success through real-time SLA metrics and used this data to implement a resourcing arrangement equipped to respond to spikes in activity.

We’d love to learn more about your priorities and share how Lexer's retail clienteling software can help you deliver genuine engagement with the people who matter most to your brand.

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