The award covers the Midlands and Yorkshire regions and recognises individuals, teams and companies that are promoting best practice, team-working, employee engagement and the delivery of a superb customer experience. Beating big brands such as Argos, Sainsburys and RAC to top spot, National Express and SocialSignIn were praised by judges for “pushing the boundaries” with their innovative approach to digital customer service.
With a 210% year-on-year growth in monthly inbound customer service Twitter messages, National Express showcased their ability to respond to changing customer demands while continuing to provide fast, effective responses. Digital enquiries now account for 28% of all interactions, showing the shift away from traditional customer service channels such as telephone or face to face.
Samantha Cox, Contact Centre Team Manager at National Express, said, “We are incredibly proud to have won this award for the journey our Digital Customer Service Team has been on over the last twelve months. Our mission is to consistently deliver frequent, high quality public transport services which offer value for money – and this award validates our efforts in doing this. Social media has developed into a key part of our overall customer service strategy, helping us build strong relationships with our customers and run an efficient customer service operation.”