a vision for digital service in the housing sector
DESCRIPTION
In today's connected world, every real world housing community needs its digital equivalent. Here is the core ideas to get you goingTRANSCRIPT
A V i s i o n F o r D i g i t a l S e r v i c eI n T h e H o u s i n g S e c t o r
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Tw o Ve rs i o n s O f A C o m m u n i t y A r e P l a n n e d
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
T h e P hy s i c a l
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
T h e D i g i t a l
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
5
CS Via Customer Communities
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
6
CS Via Customer Communities
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
W hy a d i g i t a l e q u i va l e n t t o a p hy s i c a l c o m m u n i t y m e e t s e m e r g i n g c o n s u m e r ex p e c t a ti o n s
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
UK Communication Behaviour
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Taking Charge
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
24x7 Mobile & Social
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Organisations Are Waking Up
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Bits Are Already In Play
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014 <#>
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
It’s Affordable!
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
W h a t s u p p o r t , i n n o va ti o n a n d a d v o c a c y b e n e fi t s d o p e e r t o p e e r c o m m u n i ti e s o ff e r ?
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Peer to Peer Support
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Customer Sat risen 87%
Twitter NPS 61 Chat NPS 64
Peer to Peer Support
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Peer to Peer Support
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
NPS score
Drives Csat
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Customer Led Innovation
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Co-creation
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Co-creation
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Co-creation
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Outcomes
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Outcomes
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
E xa m p l e s t h a t s h o w t h e p o t e n ti a l
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
31
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
32
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
W h e r e p e e r t o p e e r s u p p o r t fi t s i n a m u l ti -c h a n n e l s e r v i c e s t ra t e g y
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
In Active Use
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Source: Data from a major telecom operator that provides customer care through Facebook, Twitter, and a dedicated customer community. The sample represents 140, 000 customer requests.
Customer Driven Mix
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Advisor
Virtual Advisor
IVR
Mail/Email
Chat/Messaging
Social
Smartphone
FAQs
Visual Advisor
Voice – Text – Video
A S S I S T E D S E R V I C E – S E L F S E R V I C E
©Brainfood Consulting 2013
The P2p Community Spectrum
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Social - Video
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
The Community Dynamic
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
TwitterFacebook
P2PCommunity
One set of routing rulesOne source for reporting
Cross Channel Management
Organised Under A System Of
Unified Queuing
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014
Everyone/community has a digital equivalent
P2P gives voice & offers depth of expertise
It’s a commercial & CX win-win
A V i s i o n F o r D i g i t a l S e r v i c e I n T h e H o u s i n g S e c t o r© Brainfood Consulting 2014