Mashable announced that Eurail.com wins Best Social media Customer Service catagory, based on Mashable readers’ voting.
From the article…
“Eurail.com is lucky enough to have extremely dedicated agents that strive to answer all questions within eight hours or sooner. Not only in English, but also Spanish and even Dutch or German. Our fans receive a personal reply, not a script. They talk to an actual human being who can give them anecdotes and tips from their own rail travel experiences.”
Although I am happy that Eurail.com won this recognition, I am very surprised that they think that an 8 hour turnaround metric services their customers well. Shouldn’t this metric be within minutes instead of hours?