Telecommunications companies dominated the second-quarter Socially Devoted analysis of customer service on Facebook by analytics provider Socialbakers, accounting for 60 percent of the 59 fastest responders.
Last November, Facebook revealed that more people share travel and vacations on the social network than anything else. Our money would have been on pictures of kids or food, and that’s pretty interesting in itself — it suggests that travel talk and pictures of famous landmarks don’t actually bother us that much. If they did, they’d be up there with baby photos and restaurant dinners and everything else we hate about our Facebook feed (like BitStrips and fake video links).
KLM Royal Dutch Airlines has already been recognized by analytics provider Socialbakers for its responsiveness to social media questions, and now, travelers can book tickets on the Netherlands’ flagship carrier via Facebook or Twitter.
In a unique take on Facebook travel applications, Fly to Your Friends from flight-search tool Adioso allows users to select friends they wish to visit and sends them email alerts when prices to those friends’ destinations are at their lowest.
The airline industry was the most responsive to customer-service questions on Facebook in the fourth quarter of 2013, while the telecommunications industry fielded the most queries, and airline KLM was the best performer on Facebook, both for the fourth quarter and the full year of 2013, according to the latest Socially Devoted report from analytics provider Socialbakers.
Netherlands flag carrier airline KLM topped the second-quarter-2013 Socially Devoted list from analytics company Socialbakers, which analyzed companies in terms of responses to questions on Facebook and Twitter, as well as response times.
More companies are putting more importance on having a Facebook presence, but which industries have seen the most growth in terms of pages and fans? Analytics company Socialbakers crunched the numbers from July through September (the third quarter of the year), finding that health and travel were the kinds of Facebook pages being set up the most. Pages regarding health and alcohol saw the greatest gains in terms of fans.
One of the most obvious ways to foster engagement on a Facebook page is to reply to fans’ comments. However, Socialbakers found that most companies leave questions unanswered, closing off the two-way street that is social media. According to a recent study, only 48 percent of brands respond to comments on their pages, with airlines leading the way in engagement.
Back in September, AllFacebook reported on how Southwest Airlines uses its Facebook page. After an incident at Midway Airport in Chicago Tuesday, media relations should be added to the list.