Where Scotland and Sunshine meet the world
If you’ve ever messaged Edinburgh Airport, chances are you’ve spoken with one of our talkative bunch.
From a 3-month community management contract in 2015 to a multifaceted partnership 5 years later, Edinburgh Airport is one of our most exciting clients. Managing a community of 14.7 million passengers around the clock, we’ve taken EDI to new heights.
Our team of community managers respond to over 80,000 enquiries across the year, working alongside EDI’s internal operations teams to provide timely responses – in fact, our average response time is 1min and 14 seconds!
Engaging primarily on their busy Twitter account, our team have evolved their tone and content to truly engage. We balance updates with humour and gifs, improving outreach with a bit of the old Scottish banter.
The robots are taking over! Only, not really. Alongside our real-time replies, we work seamlessly with the EDI chat bot on Facebook and their website to provide answers quickly. Logistical problem-solving? We’re on it!
From national weather warnings to power-cuts and delays, we’ve handled it all. There's no jet-lag with our responses – in fact, we handled over 5,000 messages in one day during 2018’s Beast from the East.
Record response times for record-breaking numbers!
Reliable, flexible and intuitive, Jenny and her team understand the positive tone and message with all passengers – Greg Maxwell, Head of Corporate Affairs.