With a 210% growth in monthly inbound customer service Twitter messages over the last 12 months, it was clear that social media was becoming a key communication channel for an increasing number of customers. National Express Coaches is now harnessing this and using it to build strong relationships with their customers, providing a first-class customer experience.
“With over 140,000 inbound social messages every year, maintaining the highest standards of customer care has always been our main priority. SocialSignIn helps us continue to meet and delight our customers on their preferred channels of communication, whilst also generating brand awareness and promoting our seasonal offers. The platform allows customer care professionals working across geographically diverse areas to collaborate, so it fits our needs perfectly”, said Samantha Cox, Contact Centre Team Manager at National Express Coaches.
SocialSignIn is a platform to manage social customer care, marketing and public relations from within one scalable and secure hub, removing the need to procure multiple tools. National Express Coach are the latest addition to SocialSignIn’s growing transport portfolio, including; Centro, C2C Rail and an International London airport.
SocialSignIn Founder, Ben Nimmo, said, “We are really excited to welcome National Express Coaches on-board. We look at our clients as true partners and their feedback directly steers the evolution of our platform, helping ensure it remains effective and future-proofed for them.”