To give customers an elevated online and offline experience, Cebu Pacific launched its Customer Command Center last Thursday.
CEB is among the first airlines in Asia to invest in an integrated facility and technology for social intelligence and customer engagement.
The command center is located along Domestic Road, Pasay City. Which tasked to assist travelers on their concerns and inquiries, the 24/7 command center is equipped with social monitoring, publishing and engagement tools.
With 55-strong integrated customer care team, CEB main goal is to provide passengers with the most updated information and options.
The team handles CEB’s official Facebook and Twitter pages and check schedule changes through the hotline.
According to Candice Iyog, Vice President for Marketing and Distribution of Cebu Pacific. –The Customer Command Center is the physical representation of our enhanced customer-first efforts. Our long-term goal is to build lasting relationships with our customers, and this is an airline-wide initiative, driven by data, technology and a lot of heart.”
Since it went online last August, the response time in social media keeps on getting better. It became faster from two days to just hours.
Cebu Pacific will continue to exert efforts in bringing excellent customer service by targeting within an hour respond time in all its available channels.