Chapel Social, the Andover-based business segment of Chapel Digital Group Ltd, accepted a trophy this month at the TravelMole Web Awards on behalf of Thomas Cook for the Best Use of Social Media category for their work on the @ThomasCookCares Twitter account.
Thomas Cook took home two awards: the Best Use of Social Media and Best Airline Site for Thomas Cook Airlines UK. The win comes shortly after another industry recognition for the team, as @ThomasCookCares has also been named the most Socially Devoted travel brand on Twitter for the second quarter of 2014. The account has a response rate almost double that of the industry standard of 45%, as well as boasting the shortest average time to response.
Chapel Digital’s Chief Executive Linda Scott said of the award: “Having Chapel Social’s work for @ThomasCookCares recognised in this way as a leader in Social Media Customer Care is absolutely fantastic. We are delighted to accept this award on behalf of Thomas Cook. Our predominantly local workforce has outperformed similar and much larger agencies based in London and I am so proud of our talented team here in Andover.”
The award comes amid major investment in Social Media operations by Chapel Digital. As well as unveiling a new base in Andover for the bespoke Social Media Customer Care facility, Chapel Social have also recruited two new customer care specialists to work specifically on the company’s customer care portfolio.