facilitating excellence in customer service: an insight from other sectors
DESCRIPTION
Excellent presentation drawing insight from other sectors in using SMS/Messaging in Customer Engagement & Debt ManagementTRANSCRIPT
20th February 2014
Customer Service Transformationin Social Housing
Facilitating excellence in customer service
An insight from other sectors
Mike McMasterClient Services Director
Customer Service is…
Customer service is the sum total of what an organisation
does to meet customer expectations and produce customer satisfaction
Customer Service vs “Hard” Business Measures
• Satisfaction
Customer Service vs “Hard” Business Measures
• Satisfaction • Payment collection• Debt management• Managing assets• Repairs, inspections & certifications• Regulatory requirements
Customer Service vs “Hard” Business Measures
• Satisfaction
£
• Payment collection• Debt management• Managing assets• Repairs, inspections & certifications• Regulatory requirements
Customer Service vs “Hard” Business Measures
• Satisfaction
£
• Payment collection• Debt management• Managing assets• Repairs, inspections & certifications• Regulatory requirements
Real-timeInspired Action
Proactivecommunications
SMS!
Fast feedbackafter every call
Quadrupled the money collected
Reduced serial delinquency
Increased customer satisfaction
Challenges:
No-one at home
Redelivery costs
Cost of phone calls
HELP!
I’M STUCK IN A LIFT!
*Equality Impact Assessment for SMS Text Messaging across DWP
94% agreed that a text message is a goodway to be kept informed about the progress of their claim
80% said getting a text message stopped them getting in touch*
“SMS services benefit our customers. By keeping them better informed of progress or reminding them aboutinterviews or payments, we can improve the level of customer service and reduce the need for them to contact the Department to chase action.”*
*Equality Impact Assessment for SMS Text Messaging across DWP
The best channel for real-time engagement?
Avg SMS read in
4 mins
Avg Email read in
48 hours
SMS is 720x faster than email
“SMS remains the single most powerful real-time engagement channel on the planet.”
Customers want relevant, timely SMS
Average user looks at their mobile 150 times per day
“Put your best people onto
mobile”
Eric Schmidt - Chairman of Google
Real-timeInspired Action
“85% of decision-making is emotional”
Richard HytnerDeputy MD Saatchi & Saatchi
People want to be heard
Customer Service vs “Hard” Business Measures
• Satisfaction
£
• Payment collection• Debt management• Managing assets• Repairs, inspections & certifications• Regulatory requirements
Customer Service vs “Hard” Business Measures
• Satisfaction
£
• Payment collection• Debt management• Managing assets• Repairs, inspections & certifications• Regulatory requirements
Moments of TruthTM
Mike McMasterClient Services Director
Rapide Communication Ltd
www.rantandrave.com / @rapideuk
07946 265 024 / [email protected]