CASE STUDY: Being the best in airline social CX Client: International air carrier Challenge: To rapidly complement the client’s in-house 12x7 European daytime social CX with an outsourced provider able to extend equally high-quality support during Europe’s evening hours Strategy: Everise identified the highest performing phone and chat champions already on the account and provided them with social media support training, primarily on Facebook and Twitter. Result: Within weeks of launching the social support program, Everise social support champions achieved an unheard-of average rate of issue resolution of just under ten minutes (that’s ten minutes from the initial post to closing the case). In 2020, the client’s rate of social support issue time to first response and time to

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