12th of October 2016

National Express & SocialSignIn shortlisted for Digital Customer Service Team of the Year!

National Express & SocialSignIn shortlisted for Digital Customer Service Team of the Year!

SocialSignIn, the UK-based social media management platform, and leading transport provider National Express Coaches, have been shortlisted for Digital Customer Service Team of the Year at the UK Contact Centre Awards.

National Express Coaches has witnessed a huge growth in social customer service demand, but has been able to continuously improve their social customer service by responding to changing customer trends. By actioning incoming messages in a quick and more inform way, National Express has grown digital contact channels to account for 16% of all inbound contacts in 12 months. Twitter has also been grown as a customer service channel by 210% year-on-year.

 

Through their partnership with SocialSignIn, National Express has been able to implement and develop the tools they needed to successfully streamline, measure and manage their social customer service. As a result of this, National Express has been able to triple its Digital Contact team over the last 12 months, equipping them with the tools they need to continue to exceed their customer’s expectations.

 

The award is organised by the UK Contact Centre Forum and recognises individuals, teams and companies promoting best practice, innovation, team-working, employee engagement and the delivery of superb customer experience.

 

Ben Nimmo, SocialSignIn Founder and CTO, said: “In order to help our clients continue to grow and deliver exceptional social customer experiences, we work closely with them to ensure that our platform is always evolving to meet their needs – and those of their customers. Being shortlisted alongside our partners at National Express for the UKCCF’s Digital Customer Service Team of the Year award, validates that we’re helping them serve their customers better than ever – building both advocacy and profits.”

Want to know more about our partnerships?

Hear about Edgbaston's story

Discover National Express Coaches's story

National Express Coaches