MALAYSIA AIRLINES

OMNI CHANNEL CUSTOMER CARE FOR AIRLINE

About the Client:
Rebranding in 2015 as Malaysia Airlines, Malaysia’s national flag carrier is a major airline operating out of Kuala Lumpur Airport to destinations throughout Asia, Oceania, and Europe.

Problem(s):
After rebranding, Malaysia Airlines was eager to implement a stronger and more robust Social and Omni Channel Customer Service solution to ensure efficiency in their day-to-day operations.

What We Did:
Our team enhanced the existing Salesforce Service Cloud environment by enabling Social and Omni-channel Customer Service for their Twitter and Facebook accounts. We also implemented Social Studio for the Malaysia Airlines marketing team to deliver creative campaigns across the same social media channels they use for customer service interactions.

CLIENT: MALAYSIA AIRLINES

SERVICE: SOCIAL STUDIO, OMNI CHANNEL CUSTOMER SERVICE, PLAYBOOK & TRAINING