{"id":91,"date":"2020-06-10T10:20:02","date_gmt":"2020-06-10T10:20:02","guid":{"rendered":"https:\/\/staging.trooya.com\/blog\/?p=91"},"modified":"2020-06-10T10:20:02","modified_gmt":"2020-06-10T10:20:02","slug":"moving-from-response-to-resolution-a-tale-of-two-popular-airlines","status":"publish","type":"post","link":"https:\/\/staging3.trooya.com\/blog\/2020\/06\/10\/moving-from-response-to-resolution-a-tale-of-two-popular-airlines\/","title":{"rendered":"Moving from Response to Resolution: A tale of Two Popular Airlines"},"content":{"rendered":"

\"Comparison<\/p>\n

Customer Service on social media has evolved over a period of time. A brand\u2019s image is impacted by the way they manage their customer\u2019s concern online. As the best way to help an unhappy customer is to solve their problem, it becomes critical for brands to give resolutions on social media as opposed to simply responding to them. To explain our point better, let\u2019s look at two popular airline brands to understand how both the approaches work.<\/p>\n

<\/p>\n

\n
\n

Recently, an American Airlines\u2019 customer complained about her 3-year old being allotted a seat in a different row on an 8-hour flight. What the customer needed was for her toddler to be seated next to her. American Airlines redirected the customer to their helpline number instead of giving her a solution on Twitter itself. The customer ended up complaining about how the helpline ironically didn\u2019t help as she was kept on hold for almost an hour with no acceptable solution. The customer summed up her interaction with the brand as \u201cshocking\u201d, a reaction which isn\u2019t good for any brand.<\/p>\n