The Post Office has over 11,000 locations, several thousand of which are run by franchise postmasters. These locations offer a variety of services from mail, to financial services, telephony and ID services. Post Office has integrated social listening as a core competency of their marketing team, leveraging social listening to impact all aspects of their business. From running more effective campaigns, to activating their customers, to addressing operational and customer service questions.
Post Office Ltd manages over 11,000 locations, several thousand of which are run by franchise post masters. With such a large organization it’s a huge challenge to manage the volume of conversation and ensure that each location is operating efficiently.
Darren Jones (Sr. Social Media Manager, Post Office Ltd.) discusses how Post Office leverages NetBase to amplify social campaigns, activate their customer base, and effect operational change across over 11,000 locations.
To support so many locations and stakeholders Post Office needed a social listening tool that would help them isolate the relevant conversation out of the billions of posts on social media each day.
NetBase also integrates with Post Office’s customer care tool Lithium. This integration leverages NetBase’s industry-best NLP and recall ensures that Post Office customer service never misses an important post from a customer.
The results at Post Office speak for themselves. Whether it’s addressing wait times during busy parts of the day, or increasing campaign reach and engagement, Post Office is getting big results from their investment in social listening.
Post Offices are the heart of communities across the UK. Social insights from NetBase allow us to keep track of what’s going on at a local level, activate and engage with our customer base, and to ultimately, help our local post offices grow and prosper
Understand your customers like never before.
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