Topic: customer service

Nine things we learned at #CommsCamp thumbnail image

Nine things we learned at #CommsCamp

We like Commscamp. A couple of hundred interesting public sector comms people in a lovely rambling building by the Birmingham & Fazeley canal, run on traditional unconference principles: no fixed agenda before the day, anyone can pitch a 50 min session, and the “law of two feet” applies (i.e. if a session is boring you, […]

Helping Essex Council launch customer service on social

Essex County Council have been early adopters of social media channels for sharing important messages and promoting their services. In Summer 2016, the Council began to respond to individual comments and questions directed at their two main social media channels on Twitter and Facebook. Taking this step is no mean feat: Essex is one of […]

Mastering the Art of the Possible thumbnail image

Mastering the Art of the Possible

Understanding how the web impacts your work isn’t always easy, particularly if most of your work happens offline. Working with people who are sat at desks, with computers and internet connections to hand, all day every day, is one thing. But helping those who are out doors, moving around and operating machinery is quite different. […]

Be sure to verify a comment or question, before you respond

Online customer service is surrounded by common sense advice. Don’t feed the trolls, keep customers informed even if you can’t help them straight away. That sort of thing. Happily, most teams we meet are increasingly well versed in this advice. However, there’s one area we don’t hear people mention very often, and it really should […]

Why you should always listen carefully on social media thumbnail image

Why you should always listen carefully on social media

One of the key aims of the Digital Action Plan is to broaden participants experience of digital tools, and the many ways they can be used. Social media is so much more than just broadcasting messages. As the name implies social media should be social and involve engaging, debating, and listening. You can learn a […]