We just won the Quest Experience Award for Best Use of Social Media for Customer Experience (CX) Improvement and for obvious reasons we are pretty excited about it. This award is a recognition of our efforts to enhance and improve customer experience by using social media to connect quickly, transparently and usefully with our guests. With more than 5,000 hotels and 65,000 rooms across India, we have built an extremely fast and responsive social channel to assist in delivering a standardized customer experience across 177 cities in the country.

Winning this award is no mean feat – our Online Reputation Management team have set a benchmark in the industry by powering a seamless social-post-to-resolution cycle. As a result of the team’s efforts, our Facebook page was ranked as India’s most responsive brand on social media last month – with 93% of complaints and queries being resolved under 30 minutes.

Quest, India’s largest Customer Experience Management Summit, was organized on April 26, 2016, by OneDirect in collaboration with Twitter. We competed with over a 100 other companies – including the leaders in all major verticals such as Online Travel, eCommerce, Aviation, Telecom and Transport and we won. 🙂