Britain’s busiest rail company Govia Thameslink Railway (GTR) has halved customer response times after introducing new software. CX Social, a dedicated social communications platform from Clarabridge, monitors customer queries on social media across all four GTR brands—Southern, Gatwick Express, Thameslink and Great Northern.
GTR’s Social Media team can now see more customer queries from social channels. Staff can also communicate directly with subject matter experts using the CX Social platform, managing the flow of information within one screen.
Clarabridge’s CX Social helps GTR manage the 50,000 monthly interactions on social media, and with a comprehensive analytics tool it enables GTR to focus on the busiest times.
Bradley Hayes, GTR Social Media Manager 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”.
Helen Cox at CX Social 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. We look forward to supporting GTR with their future improvement plans.”
GTR owner Go-Ahead Group is planning to use the Clarabridge CX Social platform at its other businesses.