Last year, SWISS had expanded its social media channels to now handle 24-hour customer services and enquiries on flights, tickets and even rebookings – a move that reflects a wider industry trend to harness the strengths of the ubiquitous and immediate nature of the internet and social media.
In addition to the conventional telephone service hotlines, Swiss passengers can get in touch with the carrier either via Twitter or Facebook, where responses will be immediate. The service is available in five different languages too: English, German, French, Italian and Spanish.
Swiss is just one of many carriers that have started to recognise the game-changing role of social media, not just for brand exposure and awareness, but also for crisis management and customer service.
A carrier's online presence is now almost as important as any other service element, which is reiterated when blunders occur and users are instantly broadcasting their views across the worldwideweb. Although many are still dipping their toes in the water, more and more will take the leap, like Swiss, and integrate the channel in their business models.
For more information on Swiss' new service, visit swiss
G+: https://google/u/0/+FlySWISS/posts
Twitter: https://twitter/FlySWISS
Instagram: @FlySWISS
