Stagecoach South West has recently undergone a review of their customer service, resulting in a complete overhaul of their local processes. The bus operator recognised a growing need to revamp their business for the future to meet the changing needs of their customers.
The newly established Customer Experience Team is covering enhanced hours across new channels to improve overall accessibility for passengers. With a new centralised phone number and email address which are now covered between 0600-2000, Monday to Friday and 0900-1700 Saturday and Sunday. The team are able to assist passengers whenever they are travelling, covering the Stagecoach South West Twitter and a newly launched WhatsApp channel.
Sarah Clark, Marketing Manager at Stagecoach South West commented “WhatsApp is one of the most downloaded apps across the UK, we wanted to insure we offered our customers an easy and quick solution for getting in touch, that would not require them to sign up to a new platform.”
As well as digital enhancements Stagecoach customers will still have access to printed leaflets available on request from Exeter Bus Station, from the Library/Information centre in Paignton, and from a number of Tourist Information centres and pick up points across the South West.
The new team will see a more efficient system, with customer queries being resolved quickly and feedback actioned to provide a better level of service for passengers. The overhaul will also help the team have a consistent and efficient policy to the way complaints and feedback are managed.
Paul Clark, Operations Director at Stagecoach South West said “COVID19 has brought a number of challenges to businesses up and down the country. During the nationwide lockdown earlier this year, our local Travelshops in Exeter and Paignton were forced to shut.
We knew we needed to look closely at the way we managed our passenger information and customer engagement resulting in a higher emphasis on digital tools and information channels.”
As well as enhanced local customer service offering, the companies’ mobile app has seen some significant improvements. The app features journey planning, live bus information and mobile bus tickets as well as a new feature; how busy is my bus? designed to help passengers follow current social distancing guidance and provide further reassurance whilst travelling.
Find out how to contact Stagecoach South West – https://www.stagecoachbus.com/regional-help-and-contact/south-west