15 December 2020

It’s now easier than ever to access advice on travelling by tram in Nottingham thanks to a 24-hour chatbot service and the adoption of a popular messaging app.

Following feedback from customers, NET has introduced WhatsApp to boost its response to customer enquiries and chatbots providing a 24/7 service to customers posing frequently asked questions online.

The customer services team can be contacted using WhatsApp during office hours and the new chatbot, or rather ‘Trambot’, is ready to help at other times of the day or night.

NET Customer Service Manager Constantina Samara said: “We’ve been listening to customers about how they want to communicate with us, and WhatsApp is very popular.

“As always, we’re keen to embrace the latest social media whenever it provides an effective way for customers to keep in touch.”

“Using artificial intelligence, the Trambot can handle a wide range of FAQs via our website (https://www.thetram.net/) but can also transfer the customer to one of our agents during office hours if more help is needed,” Constantina said.

“Throughout the pandemic we’ve pulled out all the stops to maintain contact with our customers to help them plan their journey and all our other communications channels remain open.”

The Customer service team can also be contacted by phone on 0115 824 6060, by emailing info@thetram.net, via Facebook (https://www.facebook.com/thetram.net/) or via Twitter (@NETTram) or by visiting the NET Travel Centre in King Street, just off the Old Market Square in Nottingham City Centre.