Contact,
engagement and
customer service in
2011 and beyond
brett dennen: don’t forget by visualpanic on Flickr
The Social...
The Social Council
Contact and engagement in 2011
and beyond
Ingrid Koehler, LG Improvement
and Development
Monday, 31 Jan...
You
can’t
pick
up the
bins
online
Monday, 31 January 2011
But you can change what
people put in them
some councils are using social media to
engage with citizens about public servi...
And you can sort
problems
Problem
Solution
these will inevitably raise customer service
issues
Monday, 31 January 2011
Your world is social
My friends
1994
ø
real world online
the world is changing,‘real world’ and
online worlds are merging ...
Your world is social
My friends
1995
real world online
Monday, 31 January 2011
Your world is social
My friends
1996
real world online
Monday, 31 January 2011
Your world is social
My friends and colleagues
2006
real world online
although I’m an early adopter, more
people are joini...
Your world is social
My friends and colleagues
2011
real world online
As more people have overlapping connections,
the mor...
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 networ...
Celebrating employee engagement and
communication
Councils must explore federated
comms and customer services
Monday, 31 J...
The soft sell
Tennessee tourism,
> 114,000 likes
Coventry
> 16,000 likes
Monday, 31 January 2011
Spreading information
photo from daniel.d.slee on Flickr
Monday, 31 January 2011
Fixing problems
road work from thetruthabout on Flickr
Monday, 31 January 2011
Public sector feedback
people are already using other means to
report problems, praise or discuss issues,
you need to be a...
...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 tools
Monday, 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 for
the call
centre
Monday, 31 January 2011
Unified strategy
Communications Customer Service
Frontline service
Consultation and
engagement
Councillors
social citizen ...
But there are big
benefits
• Channel shift, but important to get basic
web services right
• Avoidable contact
• Extending ...
...and some things to
think about
• privacy and data concerns
• tracking and monitoring
• CRM integration
• authentication...
...and some future
opportunities
local.gov.uk/knowledgehub
councils will be able to share learning and
open source tools m...
Contact me
• www.twitter.com/ingridk
• www.slideshare.net/ingrid_k
• www.ideapolicy.wordpress.com
• www.local.gov.uk/knowl...
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Social customer service

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presentation on social media to council call centre managers

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Transcript of "Social customer service"

  1. 1. 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
  2. 2. The Social Council Contact and engagement in 2011 and beyond Ingrid Koehler, LG Improvement and Development Monday, 31 January 2011
  3. 3. You can’t pick up the bins online Monday, 31 January 2011
  4. 4. 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
  5. 5. And you can sort problems Problem Solution these will inevitably raise customer service issues Monday, 31 January 2011
  6. 6. Your world is social My friends 1994 ø real world online the world is changing,‘real world’ and online worlds are merging for more people Monday, 31 January 2011
  7. 7. Your world is social My friends 1995 real world online Monday, 31 January 2011
  8. 8. Your world is social My friends 1996 real world online Monday, 31 January 2011
  9. 9. Your world is social My 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
  10. 10. Your world is social My 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
  11. 11. Social media No longer if, but how... Expectations are changing Monday, 31 January 2011
  12. 12. 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
  13. 13. Celebrating employee engagement and communication Councils must explore federated comms and customer services Monday, 31 January 2011
  14. 14. The soft sell Tennessee tourism, > 114,000 likes Coventry > 16,000 likes Monday, 31 January 2011
  15. 15. Spreading information photo from daniel.d.slee on Flickr Monday, 31 January 2011
  16. 16. Fixing problems road work from thetruthabout on Flickr Monday, 31 January 2011
  17. 17. Public sector feedback people are already using other means to report problems, praise or discuss issues, you need to be a part of that Monday, 31 January 2011
  18. 18. ...on the go smart phone penetration still low, but growing...and anyone can develop an app Monday, 31 January 2011
  19. 19. Replacing CRM councils can embrace 3rd party social reporting tools Monday, 31 January 2011
  20. 20. Community problem solving open problem solving to reduce costs and avoidable contact Monday, 31 January 2011
  21. 21. And in councils Monday, 31 January 2011
  22. 22. This is not just a job for the call centre Monday, 31 January 2011
  23. 23. Unified strategy Communications Customer Service Frontline service Consultation and engagement Councillors social citizen engagement is a cross-council approach Monday, 31 January 2011
  24. 24. 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
  25. 25. ...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
  26. 26. ...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
  27. 27. 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
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