News : Conversocial and Aegean Airlines Reveal Digital Customer Experience Success
New York, NY, USA, Nov 7, 2018 -- Conversocial, a digital care platform for Social Messaging, announced findings from its customer case study with Aegean Airlines, a Star Alliance member and Greek airline, operating out of Athens. The case study reveals the importance of a robust digital customer experience operation, and just how valuable a CRM integration can be.
Conversocial partnered with Aegean Airlines in September of 2017 to help them address their digital care needs. Due to a rapid increase in digital interactions, the popular European airline realized its need to migrate ownership of social into customer relations for a more holistic customer overview-enabling them to organise, scale and commercialise their digital customer care operation.
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After careful research, Aegean concluded that the best way to achieve a holistic customer overview was through the combination of Conversocial’s customer care platform offerings with their traditional CRM provider. The company knew they needed a best of breed social platform, as traditional CRM vendors don't cut it on digital, but still wanted to surface details from their CRM solution in the Conversocial platform.
"Loyalty programs are designed to harness customers loyalty," said Joshua March, CEO, Conversocial. "It works, and consumers have a natural preference when it comes to their airline of choice. But this loyalty needs to be repaid. You have to know who your customer is, and what their preference is for service on any given channel. This means binding your historic CRM data with digital, to build holistic customer profiles of high-value frequent flyers."
For Aegean's digital service team, this integration, over the past year, has added numerous efficiency upgrades throughout their operation.
The Oracle Service Cloud integration has allowed Aegean to truly build and harness their digital care operation.
"Aegean Airlines is committed to innovating around the customer experience," said Irini Christoforaki, Head of Customer Relations, Aegen Airlines. "We chose to partner with Conversocial to help us on our journey as they had a clear and deliverable vision for improving our digital care success with a CRM integration. Conversocial understood our needs for an Oracle Service Cloud integration and we worked seamlessly and closely together throughout the entire process, from planning to deployment, as well as offering after-care innovation and ongoing support to ensure the integration continues to be as successful as possible."
Posted by Veronica Silva Cusi, news correspondent
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