LiveOps Shares Best Practices for Social, Mobile Customer Service in UK
October 02, 2012
Customer insight tools, techniques and analysis can offer great opportunities to deliver greater financial value and positive outcomes for service users. Taking this message to key officials in UK government, LiveOps (News - Alert), Inc., a provider of cloud contact centre and customer service solutions, conducted a one-day event for government decision makers throughout the country to network and learn from seasoned customer service experts.
"According to the latest UK Customer Satisfaction Index, the local public services have seen their customer satisfaction ratings fall. But it doesn't have to be like this any longer. Wokingham Borough Council for example has, for the fourth year in a row, been named one of the Top 50 UK companies for customer service," said in a statement Marty Beard, President and CEO, LiveOps.
"The Council attributes their year-over-year success in large part to LiveOps Platform helping to transform how they interact with their citizens. With 36 percent of UK citizens interacting with companies via social media and that percentage almost doubling in eight months, it's clear that government customer service transformation is inevitable. This event was significant in helping to bring awareness and educate public service organizations throughout the UK on how to simply and securely transform their customer service systems for the better."
In the opening keynote, Beard presented "Best Practices for Social and Mobile Customer Service." Later in the day, LiveOps' UK team conducted a Master Class giving deeper insights into the details of the same topic.
LiveOps, who has more than six years of experience working with UK government clients in the cloud, used real life case studies to illustrate lessons learned and best practices for social and mobile customer service to a well-attended master class.
Royal Mail Group and ParcelForce Worldwide were among the government case studies presented in the class. Participants learned about the value of the cloud and integrated cross-channel customer service. A live demonstration of a multichannel contact center was also demonstrated in the class, demonstrating the value of pivoting across channels particularly from a public channel such as Twitter (News - Alert) to private channel such as e-mail and inbound and outbound SMS.
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Edited by Allison Boccamazzo
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