Social customer service
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The document discusses how local councils can use social media in 2011 and beyond for customer engagement, contact, and service. It outlines how social media can be used to engage citizens about public services, sort out problems, and inevitably raise customer service issues as expectations change. The document also highlights some benefits of social media for councils, such as channel shift and reduced avoidable contact, but notes some considerations like privacy, data concerns, and authentication.
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Social customer service
- 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. The Social Council Contact and engagement in 2011 and beyond Ingrid Koehler, LG Improvement and Development Monday, 31 January 2011
- 3. You can’t pick up the bins online Monday, 31 January 2011
- 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. And you can sort problems Problem Solution these will inevitably raise customer service issues Monday, 31 January 2011
- 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. Your world is social My friends 1995 real world online Monday, 31 January 2011
- 8. Your world is social My friends 1996 real world online Monday, 31 January 2011
- 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. 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. Social media No longer if, but how... Expectations are changing Monday, 31 January 2011
- 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. Celebrating employee engagement and communication Councils must explore federated comms and customer services Monday, 31 January 2011
- 14. The soft sell Tennessee tourism, > 114,000 likes Coventry > 16,000 likes Monday, 31 January 2011
- 15. Spreading information photo from daniel.d.slee on Flickr Monday, 31 January 2011
- 16. Fixing problems road work from thetruthabout on Flickr Monday, 31 January 2011
- 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. ...on the go smart phone penetration still low, but growing...and anyone can develop an app Monday, 31 January 2011
- 19. Replacing CRM councils can embrace 3rd party social reporting tools Monday, 31 January 2011
- 20. Community problem solving open problem solving to reduce costs and avoidable contact Monday, 31 January 2011
- 21. And in councils Monday, 31 January 2011
- 22. This is not just a job for the call centre Monday, 31 January 2011
- 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. 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. ...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. ...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. 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