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Dedicated customer service Twitter account goes live

One of the UK’s leading social housing and care companies has launchedanew Twitter accountdedicated to providingcustomer support.Mears Group Plc, which operates throughout the UK, places great emphasis on customer service and communications, and is confident the new service is a much needed addition to its award-winning customer service team.The account– @tellmears – went live at 8.30am this morning and will be managed by the Mears Customer Success team.Mears repairs and maintains over 700,000 social homes and provides personal care to over 30,000 elderly and disabled people. The @tellmears account helps us offer more support, as more customers take to social media to communicate their feedback and queries about our services.Stuart Wilson, Group Head of Communications and Marketing, explains: “Although we have a corporate Twitter account, it has not been the right place to respond to individual customer queries and feedback. This new Twitter feed will be a dedicated response service and is an excellent example of us being there for the customers when they need us.”Gary Jackson, Group Director of Customer & Community Success added: “We have a highly-trained and professional Customer Success team already operating throughout Mears. With more and more people taking to social media to contact us, it made sense to have our team responding to feedback as it comes in.”The service will be monitored from 8.30am to 5pm on weekdays, but it is hoped to expand this to 24/7 coverage in the near future.Mr Wilson added: “Not every issue can be answered in one 140-character tweet, but @tellmears will help us to be more responsive and underlines our commitment to outstanding customer service.”


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