UCAS Social media team best in Europe - official
They are the Champions.
Staff at UCAS have been named the best in the whole of Europe for customer service in social media in The European Call Centre Service Awards
The team at the University admissions service in New barn lane in Cheltenham triumphed over well known brands as ISP EE, 02-Telefonuica UK and Sussex police.
Beth Hayes, UCAS Digital Media Manager, said: “We’re ecstatic. It's such an achievement for us - we were up against some big names, so just to be shortlisted was fantastic.
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We wanted to show how a company like UCAS can use social media to benefit its customers. In 2012, 92 per cent of applicants used Facebook, and 50 per cent regularly used Twitter, so it's really important that we are in this social space."
Beth explained that the team used some creative thinking to ensure that customers get a good service. She added: “We do a number of things - we answer every question that is posted on our Facebook and Twitter pages so students are guaranteed to receive a response.
We also monitor mentions of UCAS on Twitter and respond to any queries where possible. This way we're helping students without them having to contact us directly.
“We also provide how-to video guides, which we promote through social media. These are really popular and are often used in schools to explain how to apply - it's great to know that they help potential students.”
Following feedback from users of the advisory service UCAS created video case studies of people going through the admissions and clearing process and recruited student bloggers, with last year seeing first years and parents of students also blogging to help both youngsters and their parents manage the transition of starting in higher education.
Beth added: “We recently launched a series of new videos for deaf students, using British Sign Language, which are also proving really successful.”
She said: “Winning this award is a huge achievement and shows that we're doing the right thing for applicants.”
At its busiest time of year, on A-level results day on August 15, staff at UCAS responded to more than 3,000 individual questions.
The UCAS Facebook page has more than 70,000 likes and it’s Twitter account - @UCAS_online - is followed by more than 52,000 people