The document discusses how shifting customer support channels from face-to-face to telephone and online can reduce costs for public sector organizations by up to 95% while improving customer engagement. It also explores how analyzing customer usage data such as mouse speed and interactions can provide insights into customer needs and help optimize online support.

1. Channel shift with supporter groups:
Improving customer engagement and Cost saving:
maximising efficiency
we will use the increased efficiency to
build relationships and look beyond the
usual troubleshooting role of support
group support.
This will enable us to offer more than
opne way.
And it looks something like this:
For the public sector the cost shift from
face-2-face (£8.21), to telephone (£3.21)
and then to web (£0.39)can create
savings of up to 95%.

2. Reduce poor performance: Online body language:
Examples from the yahoo account odf a
lack of corerect response from the Truist. The way you use a mouse – or pinch and
scroll on a tablet or smartphone – can
say a lot about you. It's your "cyber
signature"
The average mouse speed of a visitor to
the council website in a poorer area was
around a third slower than that of an
equivalent visitor to a wealthier council
area.
The word "help", for example, performs
very differently on different websites. On
websites where cyber signatures are less
controlled and slower, this help button
Data driven: receives a lot of attention. On websites in
wealthier areas it sits untouched by 99%
Could we map how supporter groups are of users.
using the yahoo group