Event Recap: Using Social Media To Enhance Customer Experience

In the world of CX, “40% of people will tell others about a good experience… while 60% will tell others about a poor experience,” said Russ Jensen, Director of Center for Service Innovation 311/211 City of Knoxville (quoting a study done by Echo Research Ltd.). Additionally, “nearly 66% of respondents (from another study) cited that smartphone apps were among their top three preferred means of engaging with local government.” Given these numbers and the push for government agencies to improve and digitize the customer experience, it’s important to understand how social media allows for the personalization and effectiveness of CX. In this virtual session, DGI convened three experts to address topics that included:

• government challenges in providing a personalized, effective experience
• common customer/constituent expectations
• success factors for a positive customer experience
• the value of offering self-servicing options and keeping them updated
• using a “Digital-First” approach
• how Zendesk technology creates a human, convenient experience
• a case study of how New Orleans Parish Communications Center built a successful social media presence in the City of New Orleans to educate their community, get information from their constituencies, and provide outreach on health and natural disasters

Special thanks to sponsor, Zendesk!