In today's connected world, every real world housing community needs its digital equivalent. Here is the core ideas to get you going

1. A Vi s ion For Di g i tal Ser v i ce
In The Hous ing Sec tor

2. Two Ver s ions Of A
Communi t y Are Planned
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3. The Phys i cal
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4. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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The Di g i tal

5. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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CS Via Customer Communities

6. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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CS Via Customer Communities

7. Why a di g i tal equi valent to
a phys i cal communi t y
meet s emerg ing consumer
expec tat ions
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8. UK Communication Behaviour
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9. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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Taking Charge

10. 24x7 Mobile & Social
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11. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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12. Organisations Are Waking Up
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13. Bits Are Already In Play
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14. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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15. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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16. It’s Affordable!
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17. What suppor t , innovat ion
and advocac y benef i t s do
peer to peer communi t ies
of fer ?
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18. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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19. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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20. Peer to Peer Support
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21. Peer to Peer Support
Customer Sat risen 87%
Twitter NPS 61 Chat NPS 64
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22. Peer to Peer Support
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23. Drives Csat
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NPS score

24. Customer Led Innovation
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25. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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Co-creation

26. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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Co-creation

27. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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Co-creation

28. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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Outcomes

29. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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Outcomes

30. E xamples that show the
potent ial
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31. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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32. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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33. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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34. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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35. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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36. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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37. Where peer to peer
suppor t f i t s in a mul t i -
channel ser v i ce s t rateg y
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38. In Active Use
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39. Customer Driven Mix
Source: Data from a major telecom operator that provides customer care through Facebook, Twitter, and a
dedicated customer community. The sample represents 140, 000 customer requests.
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40. The P2p Community Spectrum
Voice – Text – Video
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Advisor
Virtual Advisor
IVR
Mail/Email
Chat/Messaging
Social
Smartphone
FAQs
Visual Advisor
A S S I S T E D S E R V I C E – S E L F S E R V I C E

41. Social - Video
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42. The Community Dynamic
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43. Cross Channel Management
Twitter
Facebook
P2PCommunity
Organised Under
A System Of
Unified Queuing
One set of routing rules
One source for reporting
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44. Everyone/community has a digital equivalent
P2P gives voice & offers depth of expertise
It’s a commercial & CX win-win
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45. A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r
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