The challenge
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.
Providing a social customer experience that excels
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