Corporations like airlines and airports have a variety of methods to communicate with customers, one of the fast growing channels is Twitter. Currently, corporations manually craft replies to customers or simply ignore their customer. There is no scalable solution that enables companies to make complex, high-volume social communication decisions. This is an on-going and increasing problem for many large organisations who have no choice but to employ more staff to keep up with the demand. Social media is a time consuming activity, manual, personalised social media responses simply isn’t scalable. With social media growing at 20% month on month and with over 284 million active Twitter users the problem is compounded.
As of 3rd Feb 2015 TIC is delighted to announce that Dubai Airports, the world’s busiest airports by international passenger traffic, is using our flagship product, BizTweet. Under the airport branded Twitter handle @DXBUpdates, the service will provide passengers with real-time flight information that is personalised, based on to their own individual social profile. The automated service communicates in both English and Arabic providing real-time flight updates as well as exclusive airport offers. This new innovation, which is redefining social customer service, means that airlines and airports can pro-actively communicate real-time relevant information to millions of passengers with minimal resource.
Typically the customer is unknown in advance, which limits airlines and airports to mass marketing campaigns. With BizTweet they are able to profile and segment customers and deliver pre-configure messages based on the passengers specific flight and/or social data. This enables them to provide the passenger with personalised content which increases the effectivity and is relevant to the passenger.
The passenger has two simply ways to register for real-time updates via their WiFi device. Prior to departing for the airport, when a passenger visits the airports arrivals/departure pages they will now have the option to enter their Twitter handle next to their flight number. The second way is to simply send a tweet directly to @DXBUpdates with the appropriate flight number. There is no download required, the passenger will simply receive real-time flight updates on their WiFi deice via their existing Twitter client.
Until now airports and airlines manually craft every Twitter communication, automate generic broadcasts or simply ignore their customers on the Twitter platform. BizTweet allows them to pre-define messages based on passenger configurable data such as flight details and/or their social profile, and communicate directly to the passenger. This new innovation, which is redefining social customer service, means that airlines and airports can pro-actively communicate real-time relevant information to millions of passengers with minimal resource.
BizTweet recently won an award for Passenger Innovation at the IATA World Passenger Symposium in San Diego. Founder and CEO Paul Brugger said “The Passenger Innovation award gave us global recognition and a great endorsement from industry peers. After years of development it was fantastic to win such an award. We are in the process of bringing our product to market, the timing is right with airlines and airports increasing their engagement via social media. Dubai Airports recognises our innovation and sees the benefits to their passengers whilst in transit. BizTweet differentiates them from competitors, enhances their communications and provides them with valuable insight into passengers using the airport. @DXBUpdates will allow us to demonstrate the full potential of the software and provide passengers in transit through Dubai Airports with real-time, relevant, information.”