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National Rail Enquiries

National Rail Enquiries (NRE) is the definitive source of information for all passenger rail services on the National Rail network in England, Wales and Scotland. Classified as a ‘Super Site’ by the UK Government, nationalrail.co.uk is one of the busiest websites in the country. In 2007, NRE came to Creative Virtual and our partner Virtual Zone for help in unlocking the wealth of information on their website.

The Challenge

NRE were looking for a solution to reach a specific set of goals:

  • Reduce customer frustration by providing an online service
  • Take pressure off call centre staff
  • Reduce customer service costs
  • Produce a solution that is engaging and enhances the NRE brand
  • Reduce the average handling time for contact centre agents and person to person customer interactions
  • Enhance the overall user experience of the website

 

To find out more about our solution and the results, please complete the form below.

 

 

 

 

Prior to the implementation of a Virtual Assistant, the NRE website was already receiving 100 million visits per year. But with 12,900 pages on the website, they needed a way to help customers find the answers they needed quickly, consistently and efficiently.