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Case Study

  • Case Study: Twitter Customer Service by British Airways

    Case Study: Twitter Customer Service by British Airways, we love.

    Twitter customer service

    When you are providing services, you are prone to people asking for weird and almost absurd requests. Sometimes they come up with genuine questions that are nowhere related to your line of business but for the humanity sake, you so want to reply them.

    Talking about the digital world and digital marketing, Twitter is a social media platform that no service company can think to ignore. The prompt replies and being humble on twitter is important. British Airways showed that being a little funny yet concerned about people (or their customers) doesn’t hurt a bit and might help them with their doubts.

    It all happens when a woman asked a question to Britsih Airways about carrying some baggage.

    And Britsih Airways questioned them back, sticking to their baggage policy.

     

    The conversation kick started and she came back with this

    Looking at some seriousness of the tweet, BA come back and really helped her in unpacking some her not required baggage.

     

    BA made an effort to make her feel better

    She appreciated their effort, just like us. js

     

    Isn’t sweet? British Airways well done !!

     

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