Thomson and First Choice offer 24/7 customer service
Thomson and First Choice have increased their social media customer services team to offer a 24/7 service to customers via Facebook and Twitter.
As from this week, the team of 15 will be working shifts to be online 24 hours a day, seven days a week. The team, based in Coventry since September 2011, originally worked from 08:00 to 20:00.
With over 400,000 Facebook fans and over 26,000 Twitter followers, the two operators say all customers can have the choice to contact an advisor through one of the channels.
John Boughton, director of ancillaries and commercial distribution at Thomson and First Choice said: "We have seen a huge increase in customers wanting to contact us about their holiday through social media. As a company with thousands of customers all over the world at any one time, it’s not so surprising that there is this demand for contact 24 hours a day.
"We’ve traditionally met this demand via the phone, but customers are increasingly finding social media contact to be easier, quicker and less costly than a call.
"We’ve also seen that even before their holiday, customers are using social media to contact us with queries and questions, rather than calling us. Our move to having a 24/7 Social Media Customer Service team simply reflects this new demand and is one of the many ways we are modernising the holiday experience and service we offer our customers."
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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