Embed / Share - How Comms and Customer Service teamed up to talk the social
How Comms and Customer Service teamed up to talk the social language
In the Customer Service Centre…
Nearly 10,000 calls received in December 2010, usually a quieter month due to Xmas
The highest rate of e-mails sent to the team ever (822)
Double the average abandoned rate (almost quadruple that to January or February 2011)
We officially hated this Winter.Slide3
Meanwhile, over in
the Communications Team…
Highways-related calls account for 30% of all receivedSlide4
Print media is awash with questions and criticisms
even out last night?...”
Lincolnshire Echo reader, 22/11/10
“…I would like to know their grit bin policy…
Louth Target letters, 29/10/10
“…with many residents asking if council
had been caught on the hop…
Spalding Guardian, 01/02/11Slide5
So how could this be
and the public better-informed
In an alternate dimension somewhere…Slide7
Engineers are proactively treating the prioritised network with 20gms pre-wet, reverting to 20gms dry where brine is unavailable, as sanctioned at HTMG.
REPLY FROM USER @Karl46
What does all that mean? R U gonna bother gritting today? My road’s NEVER done, useless.Slide9
Why don’t you shut the
The better way…Slide11
The result in the CSC…
Within the first month we saw an immediate reduction in calls received and abandoned
By the end of the first full season we had seen an average abandoned rate reduction of 33%
+ a reduction in calls received from the bad winter in 2010/11. 11,000 fewer calls, a 20% reduction.
Of course this won’t
be down to Twitter but there’s no doubt it played a large role.Slide12
Staff morale increased and staff didn’t start panicking when snow was predicted.
Positive comments could be fed immediately into the internet by retweeting.
We could put a human face on an invisible service and ensure people knew we were out there doing what they often said we weren’t…Slide13
Thanks for all you do gritting our icy roads, I’ve arrived safe & sound, thanks guys!
Stay safe out there on the roads, gritting teams.
Shout-out to the LincolnshireCC Twitter team, v helpful, they GET Twitter!
You know me so well! Thanks for looking into it for me.
comments of thanks and praise (and 26 negatives - to
respond to and
Plus…. CREATIVITY!What other job allows you to send pictures of AT-ATs from Star Wars from a Corporate feed in an attempt to gain a positive response from people usually angry with a perceived lack of service?Slide16Slide17
@LincolnshireCC: “Our cameras show Lincs drivers today must beware black ice, frozen snow and an Imperial assault on the rebel base."
Mentions in print media
Loads of new followersSlide18
According to an NM Incite report, nearly three-quarters of customers would recommend a brand that gives them a ‘quick and effective’ response on social media.
Given this massive pay-off, brands are clamouring to get their social customer care in order – a Mashable post revealed that 80% of companies plan to use social media for customer service
The two big upsides to this approach are that conversations (and complaints) are away from public channels, and queries can be grouped by subject, making it much easier for a customer service rep to address them in one go.
Download Presentation - The PPT/PDF document "How Comms and Customer Service teamed up..." is the property of its rightful owner. Permission is granted to download and print the materials on this web site for personal, non-commercial use only, and to display it on your personal computer provided you do not modify the materials and that you retain all copyright notices contained in the materials. By downloading content from our website, you accept the terms of this agreement.View more...
If you wait a while, download link will show on top.Please download the presentation after loading the download link.
Gritter In the Customer Service Centre Nearly 10000 calls received in December 2010 usually a quieter month due to Xmas The highest rate of emails sent to the team ever 822 Double the average abandoned rate almost quadruple that to January or February 2011 ID: 572763 Download Presentation