Seeing how social media has become the foremost venue for people to voice out their issues and concerns, Cebu Pacific has invested in a 24/7 Customer Command Center, its first major step towards revamping its services and improving passenger experience, Jackie Lou De Paz, CEB director for Customer Care, said recently.
The Customer Command Center is the airline’s multi-million peso investment that was launched in August to strengthen its relationship with its travellers, de Paz said.
The command center aims to engage customers and offers assistance throughout their Cebu Pacific journey. It allows for real-time monitoring of trends and issues on social media, making it easier to track and address customer complaints and manage potential risks, de Paz added.
Located at the CEB’s main office building in Pasay City, the center is equipped with large monitors showing six real-time dashboards to track customer problems and inquiries posted online.
The airline adapted a cloud system from Sales force, one of the leading providers of cloud-based customer relationship management technology, to help administer and analyze the online traffic regarding Cebu Pacific, De Paz said.
A 55-member team closely follows the trends on what people feel about the airline. When any issue is received from any of CEB’s online accounts or detected in social universe, the team members quickly act to ensure that each query is solved at the shortest amount of time, she said.
“More and more as an organization, we are becoming conscious about customer experience, what they are saying and what they need,” said Candice Iyog, CEB’s vice president for Marketing and Distribution.
By listening to the comments and concerns of passengers, Cebu Pacific is able to step-up responsiveness to their customers. It allows them to listen to concerns, get feedback and other details on the circumstances of the passenger and provide resolution or much-needed assistance, de Paz said.*CPG
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