CHANGI AIRPORT

SOCIAL CUSTOMER SERVICE FOR #1 AIRPORT

About the Client:
Named World’s Best Airport by Skytrax for the fourth consecutive year. It is also one of the largest transportation hubs in Southeast Asia.

Problem(s):
To maintain Changi’s status as the best airport in the world, they needed to have the best social customer service and social marketing. With 30+ trained Social Agents, their ability to do so at scale was difficult with their current tools.

What We Did:
AFDigital worked with Changi Airport to enable Social Customer Service across Facebook and Twitter into their existing Salesforce Service Cloud environment, so that any of the 500+ Service Agents can seamlessly work with social cases and provide the same level of service as they do for their other channels. Social Studio Publish, Engage and Analyze was also implemented so the marketing team can coordinate seamlessly with Customer Services, but can also collaborate and execute creative campaigns across the same social channels being used to service their clients.

CLIENT: CHANGI AIRPORT

DATE: APRIL 2016

SERVICE: SOCIAL STUDIO, SOCIAL CUSTOMER SERVICE, ONGOING SUPPORT