Low-code application monitors conversation, engages with members and handles 1-1 responses via social media
As a building society owned by members, and run for their benefit, Nationwide’s focus is on providing high-quality customer service. It’s vital to be available to members across communication channels, so they were the first company to offer 24/7 support using social media.
Operating in a highly competitive and regulated market, there’s a plethora of information available about products – mortgages, savings products, credit cards and current accounts. And whilst people are researching, they come across the best companies to use – often through friends, family, influencers and bloggers sharing their opinions on social media channels. Nationwide wanted to tap into this network.
Nationwide worked with Netcall to develop a platform enabling team members to post and respond to individuals on Facebook and X accounts, using Liberty Create, our low-code platform.
“Liberty Create allows our teams to focus on delivering legendary service through social channels, keeping members within their channel of choice and addressing their needs effectively. Working with Netcall has been great, it’s an easy supplier relationship – their hands-on approach and accessibility sets them apart!”
Callum Lea
Senior Change Manager, Nationwide
“The pandemic increased the rate of digital adoption amongst our members. Being able to respond quickly and easily with a personal service allows us to stay true to our core values of providing a great customer experience to members.”
Callum Lea
Senior Change Manager, Nationwide
Social Manager enabled Nationwide to tap into a network of commentary on social media, helping them to better understand member’s current requirements, their opinions on the brand and how the building society could inform and influence these discussions. It gives them the ability to respond quickly and easily to market trends dynamically with a personal service – which aligns with their core values of providing great customer experience.
Nationwide has deployed many highly successful systems using Liberty Create, including Banking alerts, Mortgages, ISAs, Digital banking resilience app, Bereavements and Complaints. By doing so, it has achieved significant efficiency gains and cost savings across a range of operations.
300%
increase in volumes handled
Workflow
handling social media responses
Audit trail
of conversations
Give your teams the ability to build game-changing applications themselves
Nationwide’s SMS messaging service sends customers their current account balance and the last five transactions but they wanted to enhance the solution, ensuring greater transparency and control of members’ communications, empowering them to personalise alert preferences.
Nationwide wanted to overhaul their ISA processing function. They needed a workflow solution to streamline the application process and dramatically improve customer experience. And they needed it fast.
Nationwide wanted to resolve a common problem in today’s growing digital-first era: how to engage members during maintenance to its online services and proactively provide regular updates to maintain a positive overall customer experience.
