Conversocial-2017年航空业指标报告英文-14页（14页）.pdf

1、The Conversocial Airline Benchmark Report Whos winning, whos lagging and whos exceeding expectations at social care? The Conversocial Airline Benchmark Report | conversocial 2 Report Contents Key Findings: Leaders and Laggers Your travelers lives are social, but is your customer care stuck in the pa

2、st? Airline Performance Report Flying Forward: The Future of Social Care for the Airline Industry Appendix CH 1 CH 2 CH 3 CH 4 CH 5 Resolve 100% of customer issues securely, quickly, and at scale 84% of brands are increasing their investments in customer experience technologies. (Gartner) 31% of cus

3、tomers turn to social media to make pre-sales inquiries. (Institute of Customer Service) Consumers now spend 50% more time online and 90% of that growth is due to mobile apps. (Comscore) A resolved negative tweet leads to 3x more revenue potential than a positive tweet. (Twitter) 43% of airlines cit

4、e delivering customer service via social media as their top priority for 2018. (Simpliflying) 92% of future travelers are interested in using their own device inflight for wifi or entertainment. (GoGoAir) This report is for airline executives who are working to deliver improved customer service for

5、their customers. The Conversocial Airline Benchmark Report | conversocial 3 Meeting Customer Expectations North American carriers had a lower average response time of 20 mins 1scompared to the EMEA average response time of 1 hour 41 mins. Yet, North American carriers had an average responsiveness of

6、 22.39% over social, compared to 28.07% of EMEA airlines. Despite EMEA airlines taking charge when it came to responsiveness on social, they took longer to engage and respond to incoming customer questions over Twitter. Social Care at Scale On average, EMEA Airlines made 3 responses per hour in comp