Imagine, it’s 2:00 at night and you’re vast asleep in your comfortable bed. Then suddenly, your phone rings and you try your best to wake up. You check your phone, a foreign number, who would be calling you at this hour? Then you remember, you have a standby shift. This is the reality for Cygnific’s Online Reputation Coordinators (ORC).
Guardians of KLM's reputation on social media
At Cygnific, we service KLM passengers via various social media channels like Facebook, X, Instagram and WhatsApp. As the original pioneers in social media customer service, we learned early on that reputation management and social media go hand in hand. How we perceive companies is significantly influenced by their presence and interaction on social media channels. And it’s not only the KLM posts that get a lot of attention. Passengers can also post conversations that can go viral in no time at all. KLM established an Online Reputation Management team in the early days of social media service. But in 2020, the Social Media team at Cygnific started a pilot in close collaboration with this team at KLM. This way, we could act quicker and more effective with shorter lines whenever it was needed. After receiving training, nine Cygnificans could call themselves the first Online Reputation Coordinators. Nowadays, the team still exists in a permanent role as the guardians of KLM’s reputation on social media.
Midnight calls and viral cases
So, what’s expected from Online Reputation Coordinators? Since our KLM Social Media services run 24/7 around the globe, ORC’s can be contacted 24/7 including the weekend in the Netherlands. These people are the first point of contact when Agents come across sensitive social media cases or cases that could damage KLM’s reputation. For example, the ORC could get a call about an Instagram message from someone with many followers posting they’ve got delayed baggage after a KLM flight. If they get called, they’ll get behind their computer as soon as possible, thoroughly check the case, and act, advise or escalate the case to KLM if needed.
The ORC team is a true testament of the genuine partnership Cygnific has with its clients. Are you curious to learn what we can do for you? Feel free to get in touch with us.
