Brighton & Hove Buses Steps Up Digital Service During Snowstorm Crisis

banner
View Full Case Study
Tags:
Clarabridge Engage
Customer Journey
Digital Customer Service
Sentiment Analysis

CHALLENGE

Brighton & Hove Buses, a bus services operator in southern England, receives a constant stream of questions and comments via social channels, email, and letters every day. Inquiry topics range from scheduling changes and bus delays to route updates and ticket refunds. Asking agents to manually monitor each individual social channel, along with multiple email accounts, was inefficient—especially when faced with disruptions such as weather events.

SOLUTION

Following the arrival of a massive snowstorm in February 2018, the team at Brighton & Hove used Clarabridge to proactively disseminate information about schedule 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. 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

  • Ability to analyze 1,500-1,800 emails and 2,000-3,000 social interactions per week
  • Improved customer experience, particularly during a disruptive weather event, by prioritizing urgent inquiries about bus services and quickly sending responses from directly within the platform
  • Elimination of the need for agents to manually type responses, thereby improving response rates and ensuring that every inquiry is addressed
  • Increased reputation of reliability and trust through timely and relevant communication with customers
icon

“[The weather crisis] has been a real test of the Clarabridge Engage platform, and I genuinely believe that had we not been using it, our social media responses would have been nowhere near where they’ve been. Clarabridge has been a godsend for us.”

Luke Taylor-Sales, Head of Customer Experience, Brighton & Hove Buses

Related Resources

banner
Clarabridge Engage Helps SharkNinja Maintain a Superior Customer Experience

Learn how SharkNinja uses Clarabridge to maintain a superior customer experience, inform product development, and promote efficiency in the contact center.

Learn More
banner
KitchenAid Improves Speed of Response, Driving 85% Growth in Social Engagement

An overview of the ways KitchenAid used Clarabridge to improve response times and drive 85% growth in social engagement.

Learn More
banner
ADP Embraces Service Approach to Social Media Engagement

An overview of the ways ADP used Clarabridge to facilitate communication with its customers, increase satisfaction, transform its digital experience and understand the impact of its social presence as a B2B company.

Learn More
banner
Clarabridge Helps Check Into Cash Proactively Avoid Compliance Violations

An overview of how Check Into Cash monitored customer complaints and managed compliance violations using Clarabridge customer feedback analytics.

Learn More

Request a Demo