Last December I wrote about how Twitter support can be very useful when dealing with incompetent phone agents at airlines. Well, it seems like that statement is going down the drain faster than expected. Ben recently wrote about his experience with deteriorating customer service over Twitter. Service over social media is becoming standard procedure for millennials. That puts more pressure on airline social media support teams, and gives the agents less time per customer.
The problem is that most awards that measure airline performance on social media solely look at response time. That is the worst possible metric with which to rate an airline social media team. They can write anything in response, as long as it comes as fast as possible.
So, I was scrolling through Twitter the other day and came across this amusing interaction:
— scotia626 (@scotia626) May 7, 2017
Lufthansa responded as they should:
But it’s clear United wanted a fast response more than anything, given the agent didn’t even read the tweet properly:
@scotia626 Woot Woot! Happy to hear this. Thanks for flying with us today. ^RD
— United (@united) May 7, 2017
Oops… better luck next time United! Perhaps it’s time to start surveying customers to actually measure how helpful the social media support teams are?