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Award winning customer service in 140 characters

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Social Business Bromford has taken the crown for Best Use of Social Media in the Midland Contact Centre Forum Awards 2013.

Batting off stiff competition from shopping heavyweight Home Retail Group, owner of Argos and Homebase, customer service and communications colleagues collected the award at a ceremony in the Ramada Birmingham last week (Friday 4th October).

The award acknowledges Bromford’s commitment to providing top customer service to customers however they choose to get in touch. Judges looked for a contact centre that has been innovative in the way it uses social media to improve performance, and thought Bromford’s passion for digital as a social business hit the spot.

Judges told a packed audience of big name brands such as British Gas, BT and National Express that:

“With limited budget and limited resource, Bromford has done a fantastic job in introducing some really powerful social media initiatives for employee, customer and even community engagement. They have really understood the potential value that social media channels can provide in delivering first class customer service. As a panel, we were hugely impressed with their enthusiasm, innovation and commitment…and let’s not forget we’ve #Gottalovecake!” 

David Evans, web content manager, said: 

“What a fantastic achievement! This is a testament to the great work done by our team of seven colleagues who manage all the enquiries from customers across Facebook and Twitter, as well as the great support given by our Comms team, especially our social media guru Jarrod Williams. Content is continuously being built online to help develop our customer service experience through social media, and this drives us to continue to build on what we already do.

Bromford customers can get in touch through social media via:

The contact team have also produced a host of How-Tos on the Bromford Youtube channel, and online self-help guides for things like preventing mould and keeping warm in the winter.

Customer service colleague Kerry explains how we handle queries via social media:


Twitterholic customer Vicky chats to us about how she uses social media to get in touch:


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