For large enterprises like Cisco Systems, managing social media contributors can be challenging. This case study examines how Cisco organizes thousands of YouTube videos from contributors across the world.
In the airline industry, crisis management is a regular activity. Flight cancellations and delays inevitably create passenger frustration. But for the Denver-based Frontier Airlines, unpredictable weather makes managing passenger expectations even harder.
The world’s largest automaker has drastically reduced customer service response times by using one social media management system across the enterprise, streamlining response workflow for mentions on Facebook, Twitter and blogs. Whether you’re a big-deal influencer attending South by Southwest (SXSW), a customer looking for some help, or someone who happens to mention Cadillac on Twitter, General Motors wants to reach out to you.
With more than 2.5 million Twitter followers, filmmaker Kevin Smith (@thatkevinsmith) is almost as well known for his headaches with airlines as he is for his movies. While the most notorious incident came when he was kicked off a Southwest Airlines flight in 2010 for allegedly being “too fat to fly,” Smith nearly had a similar incident with Virgin America. Luckily for Virgin America, they were using advanced social media monitoring.
The successful launch of Bing Rewards led to an explosion of inbound traffic directed to @BingRewards, overwhelming the monitoring team.
On the day after Christmas 2010, a blizzard dumped up to 32 inches of snow up and down the Northeastern seaboard. Chaos ensued with the streets of Manhattan becoming paralyzed by five-foot snowdrifts and thousands of passengers were stranded at JFK Airport. With airline phone lines overwhelmed by the call volume, many disgruntled flyers took to Twitter to ask for help rebooking flights or to complain about their situation. Under the hashtag #Snowmageddon, many airlines took a PR beating for not being more responsive during the crisis.
In April 2011, Microsoft hosted its annual North American TechEd Conference in Atlanta. To ensure smooth event execution and high attendee satisfaction across all social channels, Microsoft looked to Sprinklr to help implement real-time monitoring, escalation and reporting.