How airlines are providing customer support on Facebook
September 14, 2012 | Hotel Marketing
Twitter has become a major customer support touchpoint for many airlines around the world. Facebook is also turning into a customer support channel, albeit on a smaller scale than Twitter.
It seems that at the moment, airlines are more interested in developing Twitter as a customer support channel rather than Facebook. One issue faced by all airlines is that the fans can be more scathing and comprehensive in their negative experiences on Facebook rather than Twitter.
It does appear that while Twitter is the platform of choice to get support immediately before or during the journey, Facebook is the place to air grievances once the journey is completed.
Get the full story at SimpliFlying
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