Social customer service
27
Contact, engagement and customer service in 2011 and beyond brett dennen: don’t forget by visualpanic on Flickr The Social Council Ingrid Koehler, LG Improvement and Development Monday, 31 January 2011
-
Upload
ingrid-koehler -
Category
Business
-
view
1.096 -
download
1
description
presentation on social media to council call centre managers
Transcript of Social customer service
Contact, engagement and
customer service in 2011 and beyond
brett dennen: don’t forget by visualpanic on Flickr
The Social Council
Ingrid Koehler,LG Improvement and Development
Monday, 31 January 2011
The Social Council
Contact and engagement in 2011 and beyond
Ingrid Koehler, LG Improvement and Development
Monday, 31 January 2011
You can’t pick
up the bins
onlineMonday, 31 January 2011
But you can change what people put in them
some councils are using social media to engage with citizens about public services
Monday, 31 January 2011
And you can sort problems
Problem
Solution
these will inevitably raise customer service issues
Monday, 31 January 2011
Your world is socialMy friends
1994
ø
real world online
the world is changing, ‘real world’ and online worlds are merging for more people
Monday, 31 January 2011
Your world is socialMy friends
1995
real world online
Monday, 31 January 2011
Your world is socialMy friends
1996
real world online
Monday, 31 January 2011
Your world is socialMy friends and colleagues
2006
real world online
although I’m an early adopter, more people are joining in. Social media use is
rising fastest among ‘older’ groups.Monday, 31 January 2011
Your world is socialMy friends and colleagues
2011
real world online
As more people have overlapping connections, the more important your presence in social
networking is
Monday, 31 January 2011
Social media
No longer if, but how...
Expectations are changing
Monday, 31 January 2011
Selling with social
• brand advocates
• reputation management
• advertising through engagement
• using the power of networks and recommendations
• keeping customers sweet
but using social media in councils is different
Monday, 31 January 2011
Celebrating employee engagement and communication
Councils must explore federated comms and customer services
Monday, 31 January 2011
The soft sell
Tennessee tourism,> 114,000 likes
Coventry> 16,000 likes
Monday, 31 January 2011
Spreading information
photo from daniel.d.slee on FlickrMonday, 31 January 2011
Fixing problems
road work from thetruthabout on FlickrMonday, 31 January 2011
Public sector feedback
people are already using other means to report problems, praise or discuss issues,
you need to be a part of thatMonday, 31 January 2011
...on the go
smart phone penetration still low, but growing...and anyone can develop an app
Monday, 31 January 2011
Replacing CRM
councils can embrace 3rd party social reporting toolsMonday, 31 January 2011
Community problem solving
open problem solving to reduce costs and avoidable contact
Monday, 31 January 2011
And in councils
Monday, 31 January 2011
This is not
just a job forthe call centre
Monday, 31 January 2011
Unified strategy
Communications Customer Service
Frontline serviceConsultation and
engagement
Councillors
social citizen engagement is a cross-council approach
Monday, 31 January 2011
But there are big benefits
• Channel shift, but important to get basic web services right
• Avoidable contact
• Extending your reach
• Increased satisfaction in self-service
• Faster resolution
Monday, 31 January 2011
...and some things to think about
• privacy and data concerns
• tracking and monitoring
• CRM integration
• authentication - from both citizen and council
Monday, 31 January 2011
...and some future opportunities
local.gov.uk/knowledgehub
councils will be able to share learning and open source tools more easily
Monday, 31 January 2011
Contact me• www.twitter.com/ingridk• www.slideshare.net/ingrid_k• www.ideapolicy.wordpress.com• www.local.gov.uk/knowledgehub• http://bit.ly/KHubCoP• www.ingridkoehler.com• http://uk.linkedin.com/in/ingridkoehler
Monday, 31 January 2011
