Yodel has been awarded a coveted customer care award at the CCA Global Excellence Awards. The parcel carrier won the ‘Best Technology Partnership’ award, for its work with Felicitas Media, in developing and creating the bespoke social media management system, Gnatta.
The judges were highly impressed by the Gnatta software, which provides Yodel’s social media customer service team with the ability to route, queue and report interactions and ultimately resolve consumer queries across multiple platforms. The technology has increased the team’s productivity by 150%.
The Gnatta announcement follows news last month that Yodel’s cutting-edge ‘Have Your Say’ customer feedback programme from eDigitalResearch, has received over a million customer reviews so far. The ongoing feedback provides Yodel and its clients with live feedback and has allowed Yodel to develop new solutions as well as identify and resolve any individual customer issues, when they arise, resulting in a 49 per cent increase in customer satisfaction in the last 18 months.
Dick Stead, executive chairman of Yodel, said, “This is an incredibly important achievement for Yodel as we work to achieve strong customer service levels across our business. This award is deserved recognition for both the team at Yodel and our partner Felicitas Media, which has helped us to evolve our social media service.
“Investing in technology is vital to ensure continuing success in the carrier industry. Last month, we reached a milestone one million customer responses since our ‘Have Your Say’ programme began. These innovative technologies are allowing us to provide the best possible interaction with consumers showing that we are listening and here to help, not just with their immediate query but in evolving services to meet their future needs.”
Gnatta allows large volumes of customer service operators to work concurrently on any social media account and handle posts and email in one tool. Unique in its approach, it uses traditional customer service reporting strategies, so that activity can be monitored and measured.
Yodel fought off stiff competition from Samsung Electronics UK, Santander UK and Serco – LivePerson to win the award.
CCA Excellence Awards programme is designed to recognise achievements of individuals and organisations committed to delivering outstanding customer service. The Awards is the most respected and sought-after programme, unique through its peer group judging process. The judging panel includes professionals from all sectors, and senior executives with wide-ranging experience in customer contact centres.