This deck is a life saver for all the airline operators who value their customers. It encompasses all the key metrics airlines should track and how Simplify360 can help them in managing their online complaints. Airline industry is the second most social industry. It is transforming the way Airlines are establishing and adopting customer relation policies. Customers are proactively engaged and empowered through social CRM. The main objective is to improve customer experience. Travellers from around the world form communities and connect with others to share their experiences with airlines, giving these brands a huge opportunity for a word of mouth referral system.

1. HOW CAN AIRLINES PREVENT
A SOCIAL MEDIA STRATEGY
CRASH?

2. Social Media has
dramatically
affected how
airlines function!!

3. Some Startling facts;
According to a study by TripAdvisor
92% of travelers referred to online review
websites for researching about their last
trip;
76% of travelers trusted Facebook for
researching information for their last trip;
85% of travelers were influenced by
online reviews

4. Why this data is so important
for airlines…
Because travelers, whether
business/leisure form the core
of their revenue stream!!!

5. We are now left with three
determinants!!
1. What should be their main social media business objectives?
2. What KPIs airlines should track online?
3. How can they tie their business goals with social media?

6. Let’s figure out the first
determinant;
“Defining Social Media
Business Objectives”

7. Social Media Business Objectives
 To establish relationships and create a positive dialogue with
the customers
Customers through social media now post requests/complaints to brands,
which brands can resolve in real time as social media offers them the speed
and low-cost benefit thereby streamlining the customer service
 To listen to what customers are saying and respond to their queries in
real time
This is very important for an airline as a slight mishandling of a customer
complaint can lead to a PR crisis or a sudden rise in customer churn rate;
 Driving traffic and create positive conversations around the brand
With a major chunk of travelers choosing online platforms for planning their trip, it is essential
for an airline to become visible on all relevant platforms, where you can engage with your
target audience.
 Online Complaint Management
In order to measure the efficiency of their CRE’s every airline should have a proper
system in place to keep track of their performance, which in turn is tied to customer
satisfaction.

8. Now we have defined the first
determinant;
Let’s see KPIs needed to
accomplish these business
objectives!!

9. #1 Response Rate
What does it mean?
The percentage of fan posts the
page admin responded to

10. #2 Response Time
What does it mean?
The average time taken to
respond to fan posts

11. #3 Engagement Ratio
What does it mean?
The distribution of
Likes/Comments/Shares/RTs/Mentions
for your content on social media
platforms

12. #4 Most Interactive Fans
What does it mean?
Identifying those who really influence
the content you share by spreading it into
their own networks

13. #5 Activity trend
What does it mean?
Identifying when majority of your
audience is online, through what
sources they are discovering you and
thereby establishing a effective dialogue.

14. As airlines handle massive
number of queries on a daily basis
so it becomes essential to have a
platform from where you can
efficiently manage all these tasks,
and this is where Simplify360
steps in

15. Now we will map the two
determinants which will help
you to understand what impact
they leave on an airline’s
overall business goals!!

16. Response
Rate
Customer
Relationship
Response
Time
Social Customer
Service
Crisis Management
Resolving
Queries
Engagement
Ratio
Handling negative
reviews
Creating +ve
buzz
Identifying
Influencers
Online
Complaint
Management
Brand Affinity
Activity
Trend
Competition Tracking

17. Relevant Metrics for an
airlines company!!

18. #1. Keep a check on the negative feedback on
your page
Trend of the negative feedback received by the page
along with their types.
18

19. #2. Check how often people interact with you on a weekly
basis and the number of answered/unanswered
queries.
Trend of daily interaction and general response rate for
User posts.
19

20. #3. Check how often page communicates
with its audience in case of any query.
Daily Response Rate and trend of responded/Not
responded messages on Facebook page.
20

21. #4. Check how fast the page responds
to queries from audience.
Response time for user response and admin posts. And
response rate versus number of user posts.
21

22. #5. Measure your post’s performance
Detailed analytics for every post made by the page and posts
by others.
(Likes, Comments, Shares, Engagement Rate, Sentiment, Demographics)
If you have added the page as admin than you can even like, comment, share and
delete from Simplify360.
22

23. #10. Monitor Engagement
Ratio
Trend of the engagement ratio of the Page and the
average overall ratio.
23

24. #2. Keep a check on your community growth
Trend Graphs of Facebook Community growth and Fan
Engagement
24

25. #6. Check how your engagement
and influence score is changing
Trend of the Engagement and Influence Score for the
page.
25

26. #7. Know how your fans are discovering you.
Trend in the distribution of the Fan Sources along with
the list of Top cities and their growth rates.
26

27. #9. Discover your fan’s activity
trends
Interaction trends based on Days, Gender and Age.
27

28. #10. Know the activity trend on
your Facebook page
Trend of Admin posts, fan posts, comments and likes.
28

29. #11. Check the time when your Facebook
page receives maximum comments
Timeline trend of the comments made on the page.
29

30. #12. Know the gender and age
distribution of your community
Fan Gender and Age Distribution
30

31. #13. Check when are your fans most active and
what type of posts they like most.
Metrics chart for identifying the best time and day for
getting maximum engagement, along with the
engagement according to the post types.
31

32. #14. Identify Influencers
List of top fans based on engagement for last 7 days, 30
days and all time.
32

33. #15. Know how your fans perceive
you (based on sentiment)
Filter the Fans based on positive/negative sentiments,
gender, posts made, comments and likes. You can also download the list
in EXCEL sheet.
33

34. #16. Check page impressions and how
people interact with your content
Trend of the Page Consumption and Impression trend
34

35. #17. Analyze how competitors are doing
and where you need to improve.
The dashboard allows you to compare multiple
Facebook Pages and view the complete comparison of
metrics.
35

36. Managing Online Complaints

37. Simplify360
Social Media contact center
37

38. Key implementation by large enterprise
Use case: Customer
Contact Center
Solution
Social Media
Monitoring and
Workflow to discover
and respond every
Online complaints.
Delivered
• Reduced Customer
response time and cost
by 80%.
• Real-time customer
support performance
measurement.
• Increased Customer
Satisfaction
In-premise system setup and integration
with third party
enterprise systems.
• Provided secure &
complete control over the
system/data and
opportunity for future
customization.
Use case: Marketing
Research/ORM
Solution
Weekly, Monthly
and Event-wise
social media report
on TV shows and
campaigns.
Daily, Weekly &
Monthly ORM
reports on all the
complaints related
to ITC brands.
Monthly social
media report on
ITC’s competitors
Delivered
• Content Optimization strategies on
micro contents and TV contents.
• Identifying influencers to convert
them into brand advocates.
• Identifying emerging consumer
trends and interests.
• Providing Action-Items on any key
issues arising on social media.
• Performance measurement on the
latest campaigns and
Facebook/Twitter Content.
• Benchmarking report against
competition.
38

39. Use case of simplify360 social media Contact center
Customer
Service
Engagement
Customer
Insights
Listen to Customer
Complaints.
Manage engagement
across your Social
Channels.
Discovering customer
pain points
Convert complaints to
tickets and manage the
workflow.
Control the content
distribution across
your Social Channels.
Gaining Product
Feedback
Manage teams and
measure their
performance.

40. Features and Benefits
Social Media contact
center
40

41. Core Functionalities
41

42. Core Benefits
Maximize outbound responses.
Minimize your average response
time.
Improve customer satisfaction and
experience.
Manage response auditing with
ease.
Anticipate Customer Need.
42

43. Before and After using Simplify360
Currently, the client is closing on average 500 issues per week with 20
customer support team member logging in Simplify360 on daily basis.

44. SO WHAT ARE YOU WAITING FOR...

45. Get in touch with us…
contact@simplify360.com
http://www.linkedin.com/in/iprashantjain

46. ABOUT SIMPLIFY360
SIMPLIFY360 IS THE WORLD’S FIRST INTEGRATED
ENTERPRISE SOCIAL MEDIA PLATFORM.
OFFERINGS INCLUDE:
•SOCIAL MARKETING SUITE FOR AGENCIES
•SOCIAL CONTACT CENTRE FOR BPOS
•SOCIAL COMMAND CENTRE FOR ENTERPRISES.
www.simplify360.com

47. Leaders use Simplify360
Clients
Partners
World
wide
Brazil and LatAM
Malaysia
Qatar
USA
India
Singapore & India
Saudi Arabia
Worldwide
Korea

48. THANK YOU
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