Social media, customer service and CRO | Conversions Matters
Customer service is an often overlooked part of digital marketing and CRO Let me set the scene, I am due to fly to Canada in just under 3 days with my mother. She for all her good points is a vegetarian and I had neglected to order the vegetarian meal during booking. I tried and failed to amend this last week as the site wouldn't change meal preferences after booking. I had told my mother to pack food and have a big breakfast day of the flight but then I though maybe I should reach out and see if the air line (Delta) could help. Now I have heard plenty of horror stories about air lines customer service over the year. However I was pleasantly surprised that they had responded by the time i re-checked twitter (no more than 5 mins). They not only solved my issue but then completed my check-in for me and put me on the upgrade list. Now what does this have to do with CRO. Simple, by optimising their social media and customer service they have made a life long fan out of me. I