If you’re anxious and curious to know what and who’s behind Cebu Pacific’s social media channels, you’ll be quite surprise it isn’t run by bots but real people who work 24/7 at the Customer Command Center inside the Philippines’ leading carrier’s headquarter.
It’s been running for sometime since August 2017 and all the conversations and hiccups are monitored by a pool of skilled customer service personnel tasked to assist travelers on their concerns and inquiries. The command center is manned by a 55-strong integrated customer care team. Aside from CEB’s official Facebook and Twitter pages, they also handle schedule changes through the hotline. The team also works closely with the airline’s Network Control Center, especially during weather or other flight disruptions, so it can provide passengers with the most updated information and options.
Since the facility went online, response time on CEB’s official social media accounts went up from two days to hours, even as fast as eight minutes.
“The Customer Command Center is the physical representation of our enhanced customer-first efforts. Our long-term goal is to build lasting relationships with our customers, and this is an airline-wide initiative, driven by driven by data, technology, and a lot of heart,” said Candice Iyog, Vice President for Marketing and Distribution of Cebu Pacific when we met her during the online media’s first dibs on the command center.
CEB is the first airline in Asia to invest in an integrated facility and technology for social intelligence and customer engagement.
So, if you’re wondering if your messages or Facebook statuses are seen or heard by the airline, 99% they are. Unless you’re 1% of the online community who set their profiles in private, chances are your message, concern, or complains will fail to engage the Customer Command Center. As a basic in the online world, only those profiles or social media accounts set in public are the ones that can communicate and engage with different brands on the internet.
And guess what social media engagements get the most traffic in the command center? It’s when Piso Fares are announced. Inquiries for the airline’s promos shoots up whenever it’s out.
On other news, CEB has allocated over P100 Million for 35 DPLs (Disable Passenger Lifts) – the first carrier to invest in facilities that cater to the needs of Persons with Disabilities (PWDs) and Persons with Reduced Mobility (PRMs). The DPLs will allow PWDs and PRMs to board and deplane aircraft safely, easily, and more comfortably.
These efforts by CEB all comes down in giving their customers the best service throughout their journeys, from simple inquiries, comments, complains, booking flights and their experiences in boarding the aircraft.
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