It is clear from Cloudforce London and the many LiveOps customers and partners that we met with that ‘Social CRM’, or social customer service is on the move in the UK. This was showcased in several case studies at the Cloudforce event.
Many of our customers in the UK are trailblazers in this area and have smartly leveraged our social-enabled cloud contact center software to deliver high quality customer service, and in the process, distinguished themselves from their peers. They are mixing ‘traditional channels’, like voice and email, with social channels like Twitter and Facebook, to provide a better 2-way and real-time interaction with their customers.
With LiveOps, Wokingham Council’s contact center now can service the borough’s 160,000 citizens through their preferred communication channels be it email, chat, voice, SMS or Twitter. By acknowledging social government through LiveOps, the council is ahead of the curve and has been able to deploy new services such as the traffic issue reporting service and the “Dog and Bone Text Alert Scheme”. Through the scheme, the council’s contact center can alert dog walkers via SMS when a dog has been reported as missing within the borough.
Through LiveOps Social, Royal Mail has improved public perception of the organization by delivering a deeper level of customer engagement. By responding to customer concerns on public forums such as Twitter in real-time, the postal service has accelerated “first tweet problem resolution”. Ultimately Royal Mail has demonstrated a true commitment to their customers by harnessing cloud-based customer services.
As the show concluded and the sun set over London’s Excel, it became clear that the social enterprise will continue to gain momentum in the UK and beyond. Hats of the trailblazers as they set the scene for the future in customer services!
– Marty Beard, President & CEO