During the Icelandic volcano eruption call centers couldn’t handle that many requests. There were a need for alternative methods so more and more airlines turned to social media as a crisis communication tool.
KLM published a video message from CEO & President on Facebook and added an Q&A tab to the Facebook page:
The most effective tweets and status updates read like newspaper headlines: clear, concise and timely. KLM was particularly good at this, using Twitter to send out frequent updates filled with re-booking tips, location-specific information, and links to more detailed content.
Lufthansa used Twitter to reduce call volume by promoting self-services:
And Lufthansa posted proactive:
SAS Scandinavian used their Facebook Page to address every single wall post and that way turned it into a full-scale customer service strategy:
Short URL & Title:
Social media as a crisis communication — http://www.torbenrick.eu/t/r/ceg
If you enjoyed this article, please take 5 seconds to share it on your social network. Thanks!
Word of mouth’s growing importance Consumers have always valued opinions expressed directly to them. Companies may spend millions of Euro’s on elaborately conceived advertising campaigns, yet often what really makes...