Synthesio to Boost Virgin Atlantic’s Global Customer Care on Social Media
Virgin Atlantic chooses Synthesio’s monitoring and engagement platform for relationship building with customers around the world on social media
18th June 2014: Virgin Atlantic has chosen software from enterprise listening technology company Synthesio to listen to and engage with customers on social media.
Using Synthesio’s platform, Virgin Atlantic will be able to better understand the customer experience via analysis of customer comments across the web. Virgin will be able to quickly take action on the insights gained and respond in real-time to customers requiring support on platforms such as Twitter and Facebook.
Synthesio’s software monitors and evaluates online conversations across social media platforms, review sites, forums, blogs and the comment sections of newspapers, in 50 languages and 192 countries.
Kyle Thorne, Social Relations Manager for Virgin Atlantic, said: “Synthesio’s ability to offer us both listening and engagement within one intuitive tool was very appealing. Putting our customers at the heart of everything we do, treating people as individuals, and forging stronger connections with people who love our brand, is core to our success. When it comes to the social web, the Synthesio platform enables us to do this at scale.”
“We want to continue to improve our understanding of all aspects of the customer experience and to use customers as a source of innovation and inspiration. Social intelligence delivers fresh insights and real-time opportunities to build stronger relationships.”
Synthesio’s platform also contains a built-in metric for measuring a company’s online reputation – SRS (Social Reputation Score) – which many brands use to benchmark themselves against competitors, and measure the impact of their activities.
Loic Moisand, Founder and CEO of Synthesio, said: “We are very excited to work with Virgin Atlantic. It is an iconic brand with a strong personality and a broad online fan base. They clearly care about understanding their customers and providing them with an exceptional experience and we’re looking forward to assisting them with this over the coming years.”
Virgin Atlantic joins a stable of global accounts at Synthesio, including Nissan, Toyota, BT, Jameson Whiskey, BNP Paribas and MTV.
Synthesio is an award-winning, global social intelligence company helping the world’s leading brands and agencies listen to, understand and engage with consumers worldwide. By delivering social media data of the highest quality within 200 countries and 50+ languages, brands receive crucial insights into their market’s opinions, wants and needs. Founded in 2006, Synthesio has offices in New York, Paris, London, and Singapore. For more information, please visit www.synthesio.com.
About Virgin Atlantic
Virgin Atlantic was founded by entrepreneur Sir Richard Branson 30 years ago after he decided the UK aviation industry needed shaking up and having some style injected back into it. On 22nd June 1984, Virgin Atlantic’s inaugural flight to Newark took place, on an aircraft filled with personal friends, celebrities and the media.
Today, Virgin Atlantic flies to 34 destinations worldwide, including locations across North America, the Caribbean, Africa, the Far East and Australia.
In 2013 Virgin Atlantic launched a domestic airline, Little Red. Little Red flies across the UK, with 24 daily flights between Manchester, Edinburgh, Aberdeen and London. Passengers can experience seamless connections onto the airline’s long haul routes at Heathrow airport.
In the winter of 2012, Virgin Atlantic announced a joint venture with Delta Air Lines, creating an expanded trans-Atlantic route network and enhancing competition between the UK and North America. The two airlines now codeshare across 108 routes, offering passengers seamless connections to 66 destinations.
Virgin Atlantic currently has a fleet of 39 aircraft which includes comprised of Boeing 747s, Airbus A340-600s, A340-300 and A330-300s as well as four leased A320s on Little Red routes. The airline is expecting delivery of 16 Boeing 787 Dreamliners from September 2014.