Brighton & Hove - CX Social

Brighton and Hove Buses Steps Up Digital Service During Snowstorm Crisis

 

CHALLENGE:

Brighton & Hove Buses, a bus services operator in southern England, receives a constant stream of questions and comments via channels such as email, Facebook, Twitter, Instagram and letters every day. Inquiries about topics ranging from scheduling changes and bus delays to route updates and ticket refunds flood the company’s contact center. Brighton & Hove realized the inefficiency of asking agents to manually monitor each individual social channel along with multiple email accounts. When disaster struck in the form of a massive winter snowstorm, the company needed to react quickly and competently.

 

SOLUTION:

In the world of transport, even the smallest amount of snow can create utter chaos. Following the arrival of inclement weather in February 2018, the team at Brighton & Hove used CX Social to proactively disseminate scheduling changes and monitor social interactions across channels. The use of a single, omni-channel platform gave the team control over all incoming feedback sources by allowing it to quickly archive unactionable comments and route actionable requests directly to agents. Because Brighton & Hove could respond to concerns from directly within the platform, it ensured that every customer who reached out was informed. Eliminating the need for supervisors to manually forward questions to individual agents also freed up time to more closely monitor individual agent performance and improve efficiency as a team. The weather-related event had the potential to make stressed-out customers very unhappy; however, the company’s timely and relevant responses helped mitigate the inconvenience of the situation and elicit genuine customer appreciation.

 

Success Highlights:

  • Analyze 1500-1800 emails and 2000-3000 social interactions per week
  • Keep customers up-to-date on bus services during the chaos of a large snowstorm by prioritizing urgent inquiries and quickly sending responses from directly within the platform
  • Eliminate the need for agents to manually type responses, thereby improving response rates and ensuring that every inquiry is addressed
  • Show customers they’re a priority by building a reputation of reliability and trust through timely and relevant communication

Ready to see CX Social in action?

Your customers expect more from you on social media, we can help.

Clarabridge has a range of SaaS customer experience management solutions to help hundreds of the world’s leading brands put customer feedback to work. Amongst these, CX Social enables companies to listen, analyze and gain insight into conversations online and in social media allowing them to develop relationships by identifying and engaging with customers in real time. This is why leading brands trust Clarabridge to power their CX programs and drive a customer focused strategy. The result: better customer experiences. For more information, visit https://cxsocial.clarabridge.com.

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Last Updated: March 11, 2019
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