Social Customer Service at Dutch Railways

Helping people reach their destination

Customer cases

The Dutch Railways (abbreviated in Dutch as NS) interacts with two thousand travelers on social media daily and is therefore the largest online customer service company in the Netherlands. They have the largest number of incoming and outgoing messages in the Netherlands. NS uses Coosto to interpret all incoming messages and respond to them. How do they implement social customer service and how do they use Coosto? Hessel Koster explains.