Tim Lloyd

@timolloyd

How can we use social media to:

• listen to the people of Essex• respond to their questions• get feedback to help delivery

Sometimes phone, face-to-face or email is better, or necessary

• privacy• skills, availability• preference

But:

• 25-40% of inbound calls avoidable (Customer Contact Association)

• 87% of customers want proactive contact for customer service(inContact)

• Reduce call centre costs by up to 25% (Enkata)

People’s expectations have changed

Five opportunities for customer service:

1. listening

2. consulting

3. signposting

4. connecting services

5. correcting misinformation

How can social media map to Essex priorities?

Think:

• keywords or phrases that are useful to monitor

• consulting: specific communities or services

• small pilot projects

Trolls

Connectors

Fans

Statement makers

Complainers

Requesters

Speculators

Usefulness

Demand for response

1. read the cards2. discuss tone and implications3. think about which character these cards

belong to4. how might we respond?

Staff

Five opportunities for customer service:

1. listening

2. consulting

3. signposting

4. connecting services

5. correcting misinformation

• Rate this session 1-10• One thing will you take away from this?• How can this be improved for another

time?

Thank you