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.
KLM Royal Dutch Airlines once again soared to the top of the quarterly Socially Devoted social customer-service report from analytics outfit Socialbakers, which added that brands on Facebook responded to 65 percent of questions in the first quarter of 2014, up from 59 percent in the fourth quarter of 2013 and 60 percent in the year-ago period.
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.
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.
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.
How often do you post to a company’s Facebook page and receive direct feedback? Your chances at getting a response are better if you’re talking to a telecommunications company or an airline, according to a study from Socialbakers.
Does using Facebook and LinkedIn profiles to determine which passengers to sit near on an airline flight sound far fetched? Not to KLM Royal Dutch Airlines.