Mashable Award for Eurail and InterRail customer support on Facebook European rail pass company offers Best Social Media Customer Service

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1 Mashable Award for Eurail and InterRail customer support on Facebook European rail pass company offers Best Social Media Customer Service LAS VEGAS/NETHERLANDS Eurail.Com, the online sales channel for European rail passes, has won the Mashable Award for Best Social Media Customer Service. At themashable Awards Gala in Las Vegas the customer support on social media like Facebook and Twitter was rewarded with a Mashable Award, the Internet Oscar for the best the web has to offer. For more than fifty years the Eurail Pass has been the best way for overseas visitors to explore European countries by train. Eurail.Com started selling them online seven years ago and soon added the InterRail Pass for European travelers via Interrailnet.com. Three years ago the company started its social media involvement to interact with its customers. Today over 50,000 travel fans joined Eurail.Com s social media presence on Facebook and Twitter. A dedicated team of travel professionals answers questions within a few hours in several languages.eurail.com Managing Director Paulien Pierik: Facebook is a great platform to bring together travelers from all over the globe. It works even faster, more effective and much more personal than support. Our Eurail and InterRail Passes offer so many travel options that assistance in planning is often welcomed. Communities like Facebook and Twitter make sure travel knowledge and experiences can be shared. Sales Director Jeroen de Bruin adds: Eurail.Com strives to make the difference by offering excellent service. The use of social media allows us to better understand our customers and offer better products. Mashable.com is the top source for news in social and digital media, technology and web culture. Voters nominated five finalists and chose Eurail.Com as this year s winner.(no new paragraph),,eurail.com is lucky to have extremely dedicated service representatives. Our followers 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, Social Media Manager Chantal Sukel of Eurail.Com says.,,social media makes our service better, and winning this prestigious Award motivates us to further enhance our service. More information: or Note for the press: About Eurail.Com Eurail.Com BV is a private company that is owned by 30 European Railway companies and Shipping lines. The Eurail and InterRail trademarks are managed by the Eurail Group GIE. Through our websites, we sell train passes worldwide and offer the planet's best information about Eurail and InterRail train travel. About Mashable Awards The Mashable Awards celebrate the major innovations and achievements in the new media world. Mashable readers cast almost a million votes in 25 categories. As social media usage for customer service becomes more mainstream among businesses the Best Social Media Customer Service category was added to this year s awards.

2 l Eurail.Com Introduction to our online presence by Eurail.Com B.V. 07/01/2011

3 Introduction Who are we? 100% e-commerce company Top 50 Dutch largest internet companies based on revenues Sell Rail Passes on a global scale through: and Continue rapid growth by expanding our business to other travel products, e.g. hotels. <Insert Date> <To change footer text, go "View - Header and Footer"> 1

4 Introduction Our vision Our ambition is to convince the planet - and beyond - that visiting Europe with our Rail Passes is the best way to see Europe. Eurail.Com strives to make the difference by providing first class service to our customers, via our website, and social media. Best Social Media Customer Service Euractiv Award in Service category <Insert Date> <To change footer text, go "View - Header and Footer"> 2

5 Our products Two products: Eurail and InterRail We have a European Rail Pass for every citizen in the world: InterRail for European residents Eurail for non-european residents <Insert Date> <To change footer text, go "View - Header and Footer"> 3

6 Our sales Eurail sales per country of origin 2010 Most of our customers live in the USA. Eurail.Com is proud to serve over 175 nationalities. <Insert Date> <To change footer text, go "View - Header and Footer"> 4

7 Our sales InterRail sales per country of origin 2010 Most of our InterRail customers live in the UK. Citizens of all European countries (including Turkey and Russia) can purchase from our website. <Insert Date> <To change footer text, go "View - Header and Footer"> 5

8 Social Media Social Media presence Mashable Award: Best Social Media Customer Service Facebook Twitter and YouTube /eurorail /interrailnet /eurail /interrailnet /eurail /interrail <Insert Date> <To change footer text, go "View - Header and Footer"> 6

9 Social Media Excellence in social media customer service Mashable Award for excellent social media customer care! Team of four sales agents maintain Facebook on a daily basis. Gina and Marco are the face of the Eurail and InterRail pages: they answer personally and care for each customer. Goal is to answer all questions within 8 hours. Often sooner! Support in English, Spanish, German and Dutch. More to come in 2011! Dedicated custom Facebook tabs have been created as Welcome page and to offer planning information. <Insert Date> <To change footer text, go "View - Header and Footer"> 7

10 Social Media Facebook Eurail.Com has been active on Facebook since Facebook fan count 05/01/2011:! InterRail! Eurail Number grows on average by 500 per week. Regular contests and Thursday Treats to reward loyal fans for staying with us. <Insert Date> <To change footer text, go "View - Header and Footer"> 8

11 Social Media Twitter and YouTube Twitter used for monitoring attitude towards products. Proactive approach: offering assistance and information. Eurail and InterRail YouTube offer videos:! Inspirational! Instructional YouTube used to support website content and customer service; not as a separate channel <Insert Date> <To change footer text, go "View - Header and Footer"> 9

12 Social Media Profile of our Eurail social followers Eurail website visitors nationality top 6 1. USA 2. Australia 3. UK 4. Brazil 5. Canada 6. Spain Eurail Facebook Fans nationality top 6 1. USA 2. Australia 3. Argentina 4. Mexico 5. Canada 6. India <Insert Date> <To change footer text, go "View - Header and Footer"> 10

13 Social Media Profile of our InterRail social followers InterRail website visitors nationality top 6 1. UK 2. Spain 3. France 4. Italy 5. Germany 6. Netherlands InterRail Facebook Fans nationality top 6 1. Spain 2. Turkey 3. Italy 4. UK 5. Portugal 6. Germany <Insert Date> <To change footer text, go "View - Header and Footer"> 11

14 Features in 2011 Eurail.Com main social media activities for 2011 New website design launched January 2011 with many social media integrations. Expand support languages. Expand into Japanese and Korean markets by translated website and Mixi and Cyworld entrance. Increase awareness in Latin America. <Insert Date> <To change footer text, go "View - Header and Footer"> 12

15 Features in 2011 Eurail.Com Quotes Facebook is a great platform to bring together travelers from all over the globe. It works even faster, more effective and much more personal than support. Our Eurail and InterRail Passes offer so many travel options that assistance in planning is often welcomed. Communities like Facebook and Twitter make sure travel knowledge and experiences can be shared. - Paulien Pierik, Managing Director Eurail.Com strives to make the difference by offering excellent service. The use of social media allows us to better understand our customers and offer better products. - Jeroen de Bruin, Sales Director,,Eurail.Com is lucky to have extremely dedicated service representatives. Our followers 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. Social media make our service better. - Chantal Sukel, Social Media Manager <Insert Date> <To change footer text, go "View - Header and Footer"> 13

16 Contact us Feel free to contact us Chantal Sukel Social Media Manager Eurail.Com B.V. P.O. Box GH Utrecht The Netherlands /eurorail /interrailnet /eurail /interrail <Insert Date> <To change footer text, go "View - Header and Footer"> 14

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