Air France’s social success

Air France has been nominated as Europe’s best airline for using social media in customer service. The award, made by an independent jury, is a great testament to the abilities of the airline’s social media customer service centre.

The decision was made to recognise the Wembley, London-based team's commitment, which guarantees a response to their customers’ requests on the social networks in less than an hour, seven days a week and 24 hours a day.

Messages are received from Facebook as well as two different Twitter feeds (@airfrance and @airfranceFr) and responses are available in nine languages around the clock.

This prestigious prize, awarded each year, aims to recognise and reward the most talented companies in the European call centre and customer service sector. The ESSC Wembley team scooped first prize from among some 80 social media customer services.

The jury pointed out that “Air France really understands that travelling is a genuine emotional experience and makes every effort to ensure that customers’ social media experience is a positive one.”

www.airfrance.co.uk

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