Yodel shortlisted for the 2014 CCA Excellence 'Global Customer Care Award'
- Created: 29 August 2014
Courier company Yodel has been shortlisted as one of the finalists in the “Best Technology Partnership” category at the 2014 CCA Excellence Awards.
The CCA is the leading independent authority on contact centre strategies and operations. Yodel has been recognised for its new bespoke social media management tool 'Cadence', a powerful Social Media Groupware program for businesses created by Felicitas Media.
According to Yodel, Cadence has increased the productivity of their social media team by up to 150%, including the useful ability to check delivery queues, report driver/customer interactions and route consignments - this all helps to alleviate and resolve any customer queries or complaints.
Dick Stead, executive chairman of Yodel has said, "We’re delighted to have reached the final stage for this prestigious award, It’s deserved recognition for both Yodel and Felicitas Media, who has helped us to evolve our social media service."
This is a massive positive for the independent parcel carrier as back in January of this year they had been voted the worst parcel delivery service for the second year running with up to 58% of Yodel customers stating that they had received a 'bad' experience when using the courier..
Yodel deliver parcels for several big named brands including Argos, Boots, Tesco Direct and Amazon. Customers were given little choice of courier and often had to sit and wait for Yodel to deliver, all the while receiving below average results according to Martin Lewis, founder of MoneySavingExpert.com.
It appears however that Yodel is now on the up-and-up with the inclusion of the Cadence social media program being used by their teams and an obvious turnaround in customer satisfaction.
We wish Yodel the best of luck with the upcoming nomination as they stand against the likes of Samsung Electronics UK, Santander UK, and Serco - LivePerson, all hoping to win the award.