Case Study: Arbejdernes Landsbank achieves faster, more efficient social customer service with Falcon.io

How to Manage Social Customer Service

Falcon Social, a provider of enterprise social media management, argues that social customer service is now essential as consumers increasingly expect support on public networks. The handbook outlines why social is different—always‑on, highly visible, measurable and cost‑effective—and highlights common brand challenges such as slow response times, poor cross‑channel handoffs, unclear ownership, and the need for teams who understand both brand voice and CS expertise.

Their recommended solution is a structured, company‑wide social CS program: assign clear ownership, build dedicated teams trained in tone and escalation, define processes (including when to move channels), and use tools for ticketing, assignment, filtering and measurement. Brands that follow this approach (ASOS, Hyatt, Target, KLM) achieve faster, more consistent responses, lower per‑interaction costs, and stronger customer trust and retention—while creating a scalable framework for future growth.

Arbejdernes Landsbank

Maria Brems Rasmussen

Communications Advisor