Lost Bags, at 140 Characters, and Airlines Respond

download

Key excerpt:

“If someone has a question about a delayed flight and they’re in the airport, that’s something we want to handle right then and there,” said Ashley Mainz, social business manager on the social business team at Southwest Airlines. It has a dedicated team of 29 that fields the roughly 80,000 posts a month that come through Facebook and Twitter, building from a base of just a few employees in a little over a year.

Read Story

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s