Yesterday, we attended the largest online social media conference in the world – Connect via Hootsuite. Hosted by social media management specialists Hootsuite, the event was all about how companies can transform the way they connect with customers using social media.
Talkwalker was a gold sponsor of the event and we wanted to show the value of data when finding ways to improve customer engagement and joined forces with our client, Rail Europe. As one of the world’s leading rail travel experts, Rail Europe needed to find a way to manage and makes the most of the vast number of customers interactions and comments they receive on social media, blogs, forums and more.
For all those who joined us, thank you for taking part and for everyone who couldn't make it, here's a quick breakdown of our presentation or you can watch the full video replay.
Rail Europe is a premier provider of rail tickets for Europe headquartered in the USA. They help more than one million visitors each year discover the rich heritage and scenic landscapes of Europe by train.
They handle:
Scaling a national social media customer service strategy to a global level.
They needed:
- One Program: A birds-eye view of conversations, across all major markets
- Insight into conversations (blogs, blog comments, forums, print and online media)
- To identify:
Used social listening to analyze social and online conversations about their brand and travel related topics on an international scale.
This included:
Customized data dashboard created by Rail Europe to analyze social and online discussions
Successfully scaled social customer service efforts across multiple markets and gained in-depth knowledge of their customers.
They managed to:
Example of a travel influencer of interest for Rail Europe
Refine customer engagement processes and spread the value of social intelligence to other departments.
They want to:
To see how your company can start incorporating social insights into a successful customer service strategy, get in touch with Talkwalker today.