Case Study: International Airline Company achieves centralized 24/7 social customer service and 4,000+ hours saved with Lexer Engage

Centralizing Social Customer Care for an International Airline

The International Airline Company needed an enterprise-level solution to manage high volumes of customer enquiries on social media around the clock. With its customer service team spread across two countries, three cities and multiple time zones, the airline required a fast, scalable, and collaborative way to centralise social customer care, so engaged Lexer and implemented Lexer Engage.

Lexer configured a centralised workflow that lets the decentralised team rapidly classify and triage content to the right areas (baggage, loyalty, corporate, etc.) and use integrated reporting for real-time SLA, KPI and wait-time visibility. Over a three-year partnership Lexer helped the airline handle over 500,000 posts in 12 months, save more than 4,000 hours by shaving 30 seconds off each post, earn recognition as the Airline of choice among Australian social users, and drive record NPS and exceeded Customer Advocacy targets across its three major brands.