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Alaska Airlines Wins SimpliFlying 2017 Best in Customer Service Award for Excellence in Social Media

Harry Rollason
By Harry Rollason on Sep 7, 2017 11:15:00 AM

Alaska Airlines recognized for exceptional, in-the-moment social customer service

New York and London –September 7th, 2017 – Conversocial, the leader in social customer service, announced today that Alaska Airlines was recognized as the 2017 World’s Best Airline in the category of Customer Service on Social Media by SimpliFlying. Alaska’s team of social care agents use the Conversocial platform to assist their customers in 15 minutes or less 24/7, outperforming over 50 of the world’s top airlines competing to earn the title. The airline joins the ranks of previous winners including Virgin America and KLM Royal Dutch Airlines.

The focus for the Alaska Airlines social customer service team is simple: be human and be present. Instead of interactive voice response systems, Alaska prides itself on using real people to have real conversations. Social care agents communicate like they would with a friend, maintaining brand loyalty in a highly competitive industry.

“Exceptional customer service lies at the core of what Alaska Airlines stands for, and we’re so thankful to be recognized by our esteemed peers at SimpliFlying,” said Mary Avey, Alaska’s Managing Director of Customer Service. “When airlines deal with bad weather or other operational interruptions, social media lights up. It’s critically important to be there for our customers, in real-time.”

Social engagement enables Alaska to build long-term relationships with its guests, staying connected with them at all points along their journey. From sudden gate changes to booking issues, Alaska’s social care team is truly "in-the-moment" for customers, solving travel-related issues when they happen, as they happen.

Competition in the airline industry is fierce, pushing Alaska Airlines to stay close to their customers and nimble as technology and tools change. Today the team uses customer engagement platform Conversocial to manage both customer kudos and flyer frustrations in real-time. The social care team has already embarked on its newest endeavor of testing Twitter DM and Facebook Messenger links on the alaskaair.com “Contact Us” pages and throughout apps. As social continues to mature, Alaska Airlines matures along with it and continues to be responsive and deliver the excellent customer service that sets them apart from other airlines. The Alaska social care team is available 24/7/365 over Twitter and Facebook Messenger and leads in key metrics across social customer service.

“Travelers today have higher expectations of service, which, when coupled with a lower resistance to brand change, necessitates that brands go above and beyond when it comes to catering to their customers,” says Joshua March, CEO of Conversocial. “Alaska Airlines recognized the need for consistent, effortless and in-the-moment resolution, and we’re honored to play a role in helping them achieve superior customer support at every point of the customer journey.”

The SimpliFlying Awards for Excellence in Social Media, established in 2010, are the longest running awards dedicated to recognizing the best social media campaigns and practices in the aviation industry. Committed to raising the standard of airlines and airports on social media, the SimpliFlying Awards promote the exchange of knowledge in the sphere of social media by recognizing the best airlines on social media and inviting award winners to present and share their successes with the rest of the world. Each year, SimpliFlying Awards picks the best through a multi-faceted evaluation of innovativeness, engagement and business impact on social media. Past award winners include KLM, American Airlines, Southwest, Air New Zealand, Lufthansa, Emirates and more.

About Alaska Airlines

Alaska Airlines, together with Virgin America and its regional partners, flies 40 million guests a year to 119 destinations with an average of 1,200 daily flights across the United States and to Mexico, Canada, Costa Rica and Cuba. With Alaska and Alaska Global Partners, guests can earn and redeem miles on flights to more than 900 destinations worldwide. Alaska Airlines ranked "Highest in Customer Satisfaction Among Traditional Carriers in North America" in the J.D. Power North America Satisfaction Study for 10 consecutive years from 2008 to 2017. Learn more about Alaska's award-winning service and unmatched reliability at newsroom.alaskaair.com and blog.alaskaair.com. Alaska Airlines, Virgin America and Horizon Air are subsidiaries of Alaska Air Group (NYSE: ALK).

About Conversocial

Conversocial (@conversocial / http://www.conversocial.com) is a leading customer engagement platform for today’s always-on mobile, social customer. Delivering a unified approach to a new generation of customer interaction, Conversocial enables hundreds of global brands including Hyatt, Tesco, Alaska Airlines and more to ensure they are supporting in-the-moment resolution, at scale, to drive profitable and lasting relationships. Socially empowered consumers have a voice and a choice, requiring brands to engage across multiple channels including Facebook Messenger, Twitter, SMS, Instagram, Google Play Store Reviews, YouTube and more, while offering seamless consistency and cohesion. Conversocial creates a clear path for engagement that combines best-in-class technology and world-class services.

Conversocial is a select member of the Twitter Official Partner Program, Official Instagram Partner and a Facebook Preferred Developer. For more information, visit @conversocial/ http://www.conversocial.com

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