Birmingham Airport looks to control social with CrowdControlHQ
Birmingham Airport has announced that it uses CrowdControlHQ to handle its social media, with the airport’s social media team communicating with an average of 50 people each day.
The tool helps to provide buzz word monitoring and also sends Facebook comments to be reviewed automatically if they contain offensive words.
PR and social media officer at the airport, David Lavender, said: “As there are multiple users of the system working around the clock, I needed a clear audit trail of who said what and when, and would allow me to restrict how much access each user had.”
For airports, social is a way to keep passengers informed on the latest issues and real-time answers to questions, particularly in bad weather or if there is a problem, something which Birmingham Airport agrees leads to an increase in consumers trying to contact the brand.
Over the past years, airports have had to learn how to embrace social, with Socialbakers finding that airlines are top for engagement with a 79 per cent response rate.