Tigerair: Excelling at Customer Care with Socialbakers

  • Singapore airline Tigerair uses social media to deliver exceptional customer service and improve the passenger experience to strengthen customer loyalty and retention.
  • Using Socialbakers, Tigerair improved their Question Response Rate on Twitter by 3x, Facebook Promoted Post efficiency by 5x, grew Facebook interactions by 17x and their Instagram community by 3x - exceeding their KPIs in the first 3 months. Within 9 months, Tigerair increased their Twitter community by 34% and Twitter interactions by 106%.
  • As a result, Tigerair have built a community of loyal customers by providing excellent social customer care with Socialbakers.

“Since we started using Socialbakers, we have been able to grow our customer interactions, deliver more effective customer service faster - successfully exceeding our KPIs within just three months. That is huge value-added to our customers and a significant boost to our business.”

Nazeem Mansor
Manager, Guest Relations

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Tigerair is a leading Singapore low-cost airline established in 2004. They are headquartered in Singapore and primarily operate in Southeast Asia, servicing 40 destinations across the region. Since partnering with Socialbakers in 2015, Tigerair has become a leader in social customer care, responding to their customers faster than ever before across their social media channels. In the first 3 months of using Socialbakers, Tigerair improved their Question Response Rate on Twitter by 3x.


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“We use Socialbakers to get a comprehensive overview of our customer activity and provide best in class customer care.” Nazeem Mansor, Manager, Guest Relations

Tigerair is also using Socialbakers to measure, optimize and report on their social media performance. By using a data-driven approach powered by Socialbakers, Tigerair improved the efficiency of their promoted Facebook content by 5x, grew their Facebook interactions by 17x, and expanded their Instagram community by 3x. Within 9 months, Tigerair increased their Twitter following by 34% and Twitter total interactions by 106%. The data show they’ve built a loyal and engaged following, and continue to improve their social media strategy through advanced social media measurement.

The airline has also taken advantage of competitive benchmarking and regional analyses to understand their strengths and weaknesses in their markets, and identify what steps they need to take to improve. Tigerair’s team of community managers use Socialbakers to report on their social media performance to upper management and demonstrate how their activities are impacting the business. 

“Socialbakers has given us the ability to monitor our success and generate comprehensive reports on our performance ready to be shared and easily understood across departments.” Rosmawati Kamaruddin, Specialist, Guest Relations  

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Socialbakers has helped Tigerair unite their communities and make their social media efforts more transparent. Tigerair is now able to respond to social customer inquiries in record time, which has helped contribute to increased customer satisfaction and retention. Community managers have improved their customer care strategies and are now able to track their success, and send in-depth reports to management using Socialbakers.

As Rosmawati Kamaruddin, Specialist, Guest Relations, explains, "We are able to solve customer problems quickly, and can easily communicate with our passengers in real-time. As a result, we have been able to reduce the number of cases that would normally be escalated to higher management."


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