{"id":5445,"date":"2014-10-23T10:10:26","date_gmt":"2014-10-23T04:40:26","guid":{"rendered":"https:\/\/simplify360.com\/blog\/2014\/10\/23\/social-customer-service-review-emirates\/"},"modified":"2023-08-18T07:06:58","modified_gmt":"2023-08-18T07:06:58","slug":"social-customer-service-review-emirates","status":"publish","type":"post","link":"https:\/\/simplify360.com\/blog\/social-customer-service-review-emirates\/","title":{"rendered":"Social Customer Service Review: Emirates"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"5445\" class=\"elementor elementor-5445\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-866d630 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"866d630\" data-element_type=\"section\" data-settings=\"{&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2ed30c31\" data-id=\"2ed30c31\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4b2b9350 elementor-widget elementor-widget-text-editor\" data-id=\"4b2b9350\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Emirates is an airline based in Dubai, United Arab Emirates. The airline is a subsidiary of The Emirates Group, which is wholly owned by the government of Dubai&#8217;s Investment Corporation of Dubai. It is the largest airline in the Middle East, operating nearly 3,400 flights per week from its hub at Dubai International Airport, to more than 142 cities in 78 countries across six continents.<br \/><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/emirates-logo.jpg\" alt=\"emirates-logo\" width=\"486\" height=\"365\" \/><br \/>Emirates have a very strong presence in major social media channels. Without further ado let us have a look at how the social customer service of the brand performed.<br \/><strong>Element 1 \u2013 Tone of Messaging<\/strong><br \/>The brand is very friendly. They communicate with their customers in a very professional way.<\/p><blockquote class=\"twitter-tweet\" lang=\"en\"><p><a href=\"https:\/\/twitter.com\/cheyoru\">@cheyoru<\/a> Sorry to hear that Sergio. If u need help, pls share ur booking details via DM &amp; we&#8217;ll look into it. Thanks!<br \/>\u2014 Emirates Support (@EmiratesSupport) <a href=\"https:\/\/twitter.com\/EmiratesSupport\/status\/524217636310487040\">October 20, 2014<\/a><\/p><\/blockquote><p><script src=\"\/\/platform.twitter.com\/widgets.js\" async=\"\" charset=\"utf-8\"><\/script><strong>Element 2 \u2013 Are they sending canned responses, without understanding the context?<\/strong> The responses sent out are with clear understanding of the context.<\/p><blockquote class=\"twitter-tweet\" lang=\"en\"><p><a href=\"https:\/\/twitter.com\/cheyoru\">@cheyoru<\/a> Hi Sergio, based on the nature of ur concern our Customer Relations team can best assist you through to resolution. Thanks! \u2014 Emirates Support (@EmiratesSupport) <a href=\"https:\/\/twitter.com\/EmiratesSupport\/status\/524231158973071360\">October 20, 2014<\/a><\/p><\/blockquote><p><script src=\"\/\/platform.twitter.com\/widgets.js\" async=\"\" charset=\"utf-8\"><\/script><br \/>Here is also another clear understanding of the situation.<br \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/Emirates-Support-on-Facebook.png\" alt=\"Emirates\" width=\"574\" height=\"325\" \/><br \/><strong>Element 3 \u2013 Turnaround Time<\/strong><br \/>The turn around time during the working hours in 20 minutes on an average on Twitter. The response time on Facebook is a bit longer close to 5 hours.<br \/><strong>Element 4 \u2013 Is brand sending personalized replies?<\/strong><br \/>The responses are very personalized.<br \/><strong>Element 5 \u2013 Is brand following up on the complaints?<\/strong><br \/>The brand follow up on the complaints and makes sure to close the case as seen in this long back and forth exchange of conversation between a customer and the brand support team.<br \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/simplify360.com\/wp-content\/uploads\/2014\/10\/Emirates-Support-on-Twitter.png\" alt=\"Emirates\" width=\"468\" height=\"769\" \/><br \/><strong>Element 6 \u2013 Is brand answering to all the queries?<\/strong><br \/>Unfortunately not all queries are answered. They respond to 75% of the queries.<br \/><strong>Element 8 \u2013 Is brand sending duplicate replies?<\/strong><br \/>No duplicate replies are sent. But the <a title=\"Social\" href=\"https:\/\/simplify360.com\/blog\/social-media-monitoring-simplified\/\" media=\"\">social media monitoring tool<\/a> they are using seems to be delayed by a few minutes with the request for the booking ID sent right after the customer posted the same as seen below.<br \/><a href=\"https:\/\/twitter.com\/cheyoru\">@cheyoru<\/a> Thanks Sergio! Can you please send us the details via Direct Message. regards<\/p><blockquote class=\"twitter-tweet\" lang=\"en\"><p>\u2014 Emirates Support (@EmiratesSupport) <a href=\"https:\/\/twitter.com\/EmiratesSupport\/status\/524221763233009665\">October 20, 2014<\/a><\/p><\/blockquote><p><script src=\"\/\/platform.twitter.com\/widgets.js\" async=\"\" charset=\"utf-8\"><\/script><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Emirates is an airline based in Dubai, United Arab Emirates. The airline is a subsidiary of The Emirates Group, which is wholly owned by the government of Dubai&#8217;s Investment Corporation of Dubai. It is the largest airline in the Middle East, operating nearly 3,400 flights per week from its hub at Dubai International Airport, to &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/simplify360.com\/blog\/social-customer-service-review-emirates\/\"> <span class=\"screen-reader-text\">Social Customer Service Review: Emirates<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":13,"featured_media":5474,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","site-sidebar-layout":"default","site-content-layout":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","footnotes":""},"categories":[1643,1707],"tags":[2615,2616,2223],"class_list":["post-5445","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-social-crm","category-social-customer-service","tag-emirates-social-customer-service","tag-social-customer-review","tag-social-customer-service"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Social Customer Service Review: Emirates - Simplify 360<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/simplify360.com\/blog\/social-customer-service-review-emirates\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Social Customer Service Review: Emirates - Simplify 360\" \/>\n<meta property=\"og:description\" content=\"Emirates is an airline based in Dubai, United Arab Emirates. 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