why handing over those social media reins to customer services isn’t going to do comms people out of jobs

Customer services using social media to meet the needs of customers has been a growing trend for some time. But many organisations are still to crack that nut.

by GUEST EDITOR Nicky Speed

Social media tools offer far greater customer insight than we could've imagined even a couple of years ago. We can respond to posts about services, thank customers with immediate replies and give them useful info about the other great things we do.  We can even scour sector hashtags for possible issues.

In short, social media is quickly changing what's expected in today's customer service world.

So why are so many organisations still scared to hand over the reins to their customer service teams to operate social media channels?

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comms disconnect in the bagging area

In an increasingly automated world, we consumers are being forced to channel-shift into more and more self-service shopping. But what's the impact on customer experience and reputation?

by Steve Finegan 

I was reminded again recently how important customer experience is to a company’s brand and the potential impact a single transaction can have on an organisation’s reputation.  This is particularly the case where brand communications aren’t joined up and both your customers’ and employees’ experience are not aligned.  

It all started at one of those high street self-checkouts.  You know the ones, “unexpected item in the bagging area” (we think you’re a thief) or “approval needed” (you’re how old?).

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10 perspectives from customer services

by Eddie Coates-Madden and Lisa Buttery

So, what happens when communications and customer services come together? Are there things in common?

Last week I went to the #channelshiftcamp organised by the brilliant @psfnick in Derby City Council’s stunning HQ.

I took with me my colleague Lisa Buttery, our Assistant Head of Customer Services, not least because the opportunity to line up and join up Comms and Customer Services is never one I think we should miss, but also because it was all quite new to her.

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five challenges that face the dvla

Everyone knows the DVLA. They're the Swansea-based bit of government that looks after your driving licence. A simple comms task? No, far from it...

by Victoria Ford

Here at the Driver and Vehicle Licensing Agency (DVLA) we deal with over 130 million customer transactions a year, 67 million of them digitally.

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why a comms - customer service link is essential

There is a growing realisation that digital communications needs to be two way. If it is two way then questions about your organisation get asked. It's time these questions were plugged into customer services. Here's how one forward-thinking organisation has done it...

by Matt Bond

Picture the scene. You arrive at work on a Monday morning after a weekend of downpours to find your social media accounts inundated with cries for help. Requests to clear a flooded drain sit alongside a query on how to find out if a dead cat has been collected by Council staff, and much more besides.

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