UK rail operating company Govia Thameslink Railway (GTR) has reduced customer response times by nearly 50% on social media by utilising Clarabridge’s CX Social solution.
CX Social is a dedicated social communications platform that monitors customer queries on social media for all GTR brands, namely Southern, Gatwick Express, Thameslink and Great Northern services.
The solution was designed to enable GTR to effectively manage nearly 50,000 monthly interactions on social media.
It is equipped with a comprehensive analytics tool that allows GTR to focus on the busiest periods.
GTR social media manager Bradley Hayes said: “The CX Social platform enables my team to talk to our subject matter experts efficiently, so we can quickly provide informed answers to our customers.
“I’m really proud that we’ve reduced our average response time to customer queries on social media by half.”
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In addition to enabling GTR’s social media team to see more customer queries from social channels, the CX Social platform also allows staff to directly communicate with subject matter experts to manage the flow of information within one screen.
CX Social official Helen Cox said: “GTR is one of our busiest customers using the platform and we are pleased that, after a competitive pitch process, they chose us as their preferred supplier.
“We support companies like GTR, for whom social interaction has become an essential and efficient way to streamline responses.”
GTR’s owner Go-Ahead Group is currently planning to integrate the CX Social platform into its other ventures.