Technology

Alaska Airlines scoops award for best customer service on social media

Posted by Phil Davieson
Alaska Airlines scoops award for best customer service on social media

Alaska Airlines has been named the world’s best airline for customer service on social media.

The carrier, which uses the Conversocial platform, scooped the gong for the World’s Best Airline in the category of Customer Service on Social Media by SimpliFlying.

Conversocial is used to assist customers in 15 minutes or less 24/7. Alaska Airlines beat over 50 of the world’s top airlines to win the title.

The airline joins the ranks of previous winners including Virgin America and KLM Royal Dutch Airlines.

Mary Avey, Alaska’s managing director of customer service, said: “Exceptional customer service lies at the core of what Alaska Airlines stands for, and we’re so thankful to be recognised by our esteemed peers at SimpliFlying.

“When airlines deal with bad weather or other operational interruptions, social media lights up. It’s critically important to be there for our customers, in real-time.”

Joshua March, chief executive of Conversocial, said: “Travelers today have higher expectations of service, which, when coupled with a lower resistance to brand change, necessitates that brands go above and beyond when it comes to catering to their customers.

“Alaska Airlines recognized the need for consistent, effortless and in-the-moment resolution, and we’re honored to play a role in helping them achieve superior customer support at every point of the customer journey.”

The SimpliFlying Awards for Excellence in Social Media, established in 2010, are the longest running awards dedicated to recognizing the best social media campaigns and practices in the aviation industry.

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