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L o a d i n g . . .

And the OBIaward for proactive webcare goes to…

07 Oct 2015

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On October 6th, Arvato and Amsterdam Airport Schiphol received the award for ‘largest number of proactive responses’ from OBI4wan. Of all the responses Schiphol sends out, an impressive 25% is proactive. This means that we do not only respond to messages directed toward the accounts of Schiphol, but also look further to see where we can start a conversation. Moreover, Schiphol was in the top 3 of accounts with the fastest response time.


“As an airport, we find it very important that travelers feel at home. We want to approach them in a personal and proactive way, to make their travels as comfortable as possible. The recognition we received together with Arvato tells us we are on the right track” says Martje van de Kamp, advisor social media at Schiphol Group.


The awards were presented at the OBIevent in Leusden, the Netherlands, which included speakers on the latest developments in media monitoring and social media customer service. Besides the award for largest number of proactive responses, awards were also given to the accounts with the largest number of responses and the fastest response time. OBI4wan looked at data from over 400 clients and awarded the best performing social media accounts.


“It is great to see that our focus on proactive service and initiating personal, relevant conversations with travelers is recognized.” says Estelle Wienk, Social Media Consultant at Arvato Benelux. “We receive a lot of positive feedback from travelers on our service and also see a significant increase in engagement with the Schiphol brand.”


Arvato and Schiphol are working together since 2012 to deliver customer service via social media, telephone, e-mail and since this year also WhatsApp. “We are so proud of the team and the collaboration with Schiphol”, says Wendy Grubben, Operations Manager Schiphol at Arvato Benelux. “This close collaboration is at the core of the success we experience on social media.”

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