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Social customer service

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presentation on social media to council call centre managers

presentation on social media to council call centre managers

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    Social customer service Social customer service Presentation Transcript

    • The Social Council Contact, engagement and customer service in 2011 and beyond Ingrid Koehler, LG Improvement and Development brett dennen: don’t forget by visualpanic on FlickrMonday, 31 January 2011
    • The Social Council Contact and engagement in 2011 and beyond Ingrid Koehler, LG Improvement and DevelopmentMonday, 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 servicesMonday, 31 January 2011
    • And you can sort problems Problem Solution these will inevitably raise customer service issuesMonday, 31 January 2011
    • Your world is social My friends ø real world online 1994 the world is changing, ‘real world’ and online worlds are merging for more peopleMonday, 31 January 2011
    • Your world is social My friends real world online 1995Monday, 31 January 2011
    • Your world is social My friends real world online 1996Monday, 31 January 2011
    • Your world is social My friends and colleagues real world online 2006 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 social My friends and colleagues real world online 2011 As more people have overlapping connections, the more important your presence in social networking isMonday, 31 January 2011
    • Social media Expectations are changing No longer if, but how...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 differentMonday, 31 January 2011
    • Celebrating employee engagement and communication Councils must explore federated comms and customer servicesMonday, 31 January 2011
    • The soft sell Coventry > 16,000 likes Tennessee tourism, > 114,000 likesMonday, 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 appMonday, 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 contactMonday, 31 January 2011
    • And in councilsMonday, 31 January 2011
    • This is not just a job for the call centreMonday, 31 January 2011
    • Unified strategy Councillors Communications Customer Service Consultation and Frontline service engagement social citizen engagement is a cross-council approachMonday, 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 resolutionMonday, 31 January 2011
    • ...and some things to think about • privacy and data concerns • tracking and monitoring • CRM integration • authentication - from both citizen and councilMonday, 31 January 2011
    • ...and some future opportunities councils will be able to share learning and open source tools more easily local.gov.uk/knowledgehubMonday, 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/ingridkoehlerMonday, 31 January 2011