Monthly Archives: August 2015

8 ways Social Media has changed Customer Service

by Silky Sinha, on Tue, May 26, 2015

Social Media has completely changed the face of customer service and the way consumers interact with a brand. Instead of dialing the call center number and going through the pain of dealing with agents with little or no knowledge of their problems, customers prefer to post their issue on Facebook or Twitter that earns them immediate response and their queries are solved within a blink of an eye. Companies have nowadays started focusing on omni-channel customer service to serve their clients and potential customers on their preferred channels, hence driving effective customer engagement.

Below, I have explained 8 ways social media has changed customer service. Let’s go through them one by one.

Customer Interaction has Gone Public Now

Many Customers no longer prefer to call the customer service and have a one-to-one interaction with the representative to get their problems resolved. Instead they want to share their problems on online platforms especially social media. The companies can’t afford to hamper their brand image in public forms like these and needs to take immediate action to solve the problem which also gives them the opportunity to demonstrate how helpful and highly responsive they are. This will definitely create a positive impact on potential customers by showing that you take care of the customers at real-time and that you are very proactive.

According to a study, more than 60% of consumers have already engaged in a customer service transaction using social media. There are both challenges and opportunities for companies here.

Customers Choose their Medium of Communication

There are still many companies who don’t handle customer service on social media. This is really alarming as most of the customers are now choosing social media platforms to interact with companies. Even if the company has all the other channels for customer service, they might suffer and lose their customers to the competitors.

Customers have Plenty of Options Today

If you do not take care of your customer’s issue as soon as possible and fail to provide a good customer experience, then you are surely at a risk. Your customer will not take much time to find a viable alternative to your company. All your competitors are present on social media and social networking will lead to your customer switching to your competitor.

Customer can Make or Break a Brand’s Reputation Easily

In a matter of seconds, customers can ruin your company’s reputation by writing a complaint on your Facebook page. Reputation management has now become a core part of customer service over online mediums and companies will have to take care of it without delay as customers want immediate results now and are not willing to wait. Regular social media monitoring can help companies in managing their reputation well.
Companies can Deal with Multiple Customers at Once

Tackling customers over phone, requires a lot of time as each customer take his/her own time to describe their situation to the contact center agent. However, with the emergence of social media, customer service reps can handle multiple customers at once and can easily deal with customers facing similar issues by posting the solution on a public forum.

Companies can Leverage Social Media Influencers to Build their Brand

Connecting with social media influencers allows you to increase awareness of your brand, create brand advocates and increase online reputation. Maintaining good and lasting relationship with these influencers will provide your company with an opportunity to improve site ranking, gain more followers and eventually become a social media influencer. They can help you in many ways. By writing a good review about your product they can influence many others to purchase your company’s products. If they share a news about your company on social media, it will definitely help in improving your brand’s reputation.

Companies Can Announce Policy Changes Instantly

In the past, companies had to take out advertisements in newspapers to deliver mass messages to consumers about any change in their customer service policy. But things have changed now with social media coming to light. Company can post the changes on social media and will take seconds to spread among their clients.

Customers can Easily Help and Support Each Other

The moment you post a question or a problem or ask for advice, your friends and colleagues instantly reply after seeing the post. Even if somebody is not known to you, but has some knowledge about your problem or has himself facing the same issue, would come to your rescue and support you in reaching out to the company.

Creating a Smart and Connected City

Once only a fascinating speculation of science fiction, smart cities are not only becoming a reality but are now vitally imminent as well. As our population grows with more and more people moving into the cities, a tremendous load is placed upon the city centers, calling for a dire need to expand our resources and services. The local government especially faces this challenge in terms of dispensing its services effectively and ensuring smart governance decisions. However modern day technology with its information exchange has been especially helpful for municipal bodies, providing the answer in the form of smart communities.

A smart and connected community shares an efficient virtual platform with the local government, giving instant access to services in real time. Primarily, a connected community helps you in using your city’s infrastructure more efficiently by having access to real time information related to traffic, road routes etc, engages you in communication with the local government to provide quick access to services as well as increases the efficiency of local governance by improvement through customer feedback. This way, the government is better able to respond to the challenges of a bigger community through the emergence of a constant feedback which helps grow the city’s intelligence.

Information may be dispensed to the users through efficient apps which connect the residents with the local government. Residents can lodge requests and complaints with the local government and have access to information related to security, climate, education, waste management, healthcare etc. For many people, such a platform would in fact be an eye-opener in terms of the vast array of services provided by the government which they were not even aware of!

And it is not only the residents who benefit from a smart community, but the government employees as well; experts are connected in this centralized environment which helps maximize their knowledge base and reach. Moreover, the centralization and accessibility of resources equips both the government and residents to deal better with emergencies as well. A smart community is an effective solution for making our cities more livable, it is a key to the citizens’ satisfaction.

Rosetta Carrington Lue is the City of Philadelphia first Chief Customer Officer. She is a dynamic leader in the fields of Customer Experience Management, Strategy and Technology, Social Media and Community Engagement in both public and private sectors.

Philly311 Youth Engagement Program – Government Making a Difference

I’m happy to report that we have officially hosted two very successful sessions of our Youth Engagement Program (YEP). On Thursday, July 16, 2015, we launched our first session. The session was dedicated to what Philly311 is and how young people can use it as tool to better their communities. Daniel Ramos, our Community Engagement Coordinator, focused on teaching the students about Philly311’s mobile app. After Daniel’s lesson students were able to take our mobile app into the field and report issues.

Prior to the session we passed around a survey asking students if they were familiar with Philly311 and what they knew about City government. It was important for us to gauge their understanding. What we could learn about what they know is just as important as the information we are teaching. Asking for their input, and what they wanted to learn, will be an asset when we consider future youth programming.

As you can imagine, the responses to our survey questions were all over the board, but for the most part mentioned education, trash collection, and snow removal as City services. Some of the students had no idea what local government did, and wrote on our survey that they would like to know what city government is. The most common response, when we asked what the children would like to learn from this program, was how they can make a difference in their community.

That’s a powerful question: How can I make a difference in my community? The mobile app is one of the many ways anyone can directly influence their surroundings. Using the mobile app, they were able to their report pertinent information about their neighborhood. After our first session, the students submitted a total of 25 service requests. The issue reported the most was graffiti, followed by illegal dumping. It goes to show how educating youth about municipal services can inspire younger citizens.

Yesterday, at the second YEP session, the Police Explorers Cadet Program presented their program to the YEP students. Twelve Cadets and three officers came to Harding Middle School and talked about how the Explores program works to get young people ready for the academy. Through hard work, including 300 hours of community service and 700 hours of training, the Police Explorers program helps prepare young people who want to go into any kind of law enforcement or paramilitary career. The Police Officers talked to the YEP students about how an officers job is more than just catching a bad guy, and includes helping people, educating them about the law, and preventing crime from happening.

The Cadets each spoke about why they joined this program and what they have received from it. During one particularly moving moment, all of the YEP children stood up and talked with the cadets. It was great to see them all interacting. There is a great need across the country to build stronger, trusting relationships between the community and the police. This presentation was incredibly valuable for the youth. We hope that series and our partners continue to bring value to our students.

Want to know more about who we are partnering with? Follow us on Facebook for photos and updates from the program each week. Please visit, like, and share the Philly311 Youth Engagement page with your networks. We want to get the word out about the great work we are doing with the Education Works Summer Program.
I hope that you will stay tuned and keep up with this program as it progresses. This program will continue to grow and we are observing where we have room to improve in the future. But, so far, I am very pleased with its progress.

Rosetta Carrington Lue is the City of Philadelphia first Chief Customer Officer. She is a dynamic leader in the fields of Customer Experience Management, Strategy and Technology, Social Media and Community Engagement in both public and private sectors.

Getting kids involved in local government – Philly311 Youth Engagement Program Kick-off

I am happy to report that we have officially hosted two very successful sessions of our Youth Engagement Program (Y.E.P). On Thursday, July 16, 2015, we launched our first session. The session was dedicated to what Philly311 is and how young people can use it as tool to better their communities. Daniel Ramos, our Community Engagement Coordinator, focused on teaching the students about Philly311’s mobile app. After Daniel’s lesson students were able to take our mobile app into the field and report issues.

Prior to the session we passed around a survey asking students if they were familiar with Philly311, and what they knew about City government. It was important for us to gauge their understanding. What we could learn about what they know is just as important as the information we are teaching. Asking for their input, and what they wanted to learn, will be an asset when we consider future youth programming.

As you can imagine, the responses to our survey questions were all over the board, but for the most part mentioned education, trash collection, and snow removal. Some of the students had no idea what local government did, and wrote on our survey that they would like to know what city government is. The most common response, when we asked what the children would like to learn from this program, was how they can make a difference in their community.

That’s a powerful question: How can I make a difference in my community? The mobile app is one of the many ways anyone can directly influence their surroundings. Using the mobile app, they were able to their report pertinent information about their neighborhood. After our first session, the students submitted a total of 25 service requests. The issue reported the most was graffiti, followed by illegal dumping. It goes to show how educating youth about municipal services can inspire younger citizens.

Last Thursday, at the second Y.E.P session, the Police Explorers Cadet Program presented their program to the Y.E.P students. Twelve Cadets and three officers came to Harding Middle School and talked about how the Explores program works to get young people ready for the academy. Through hard work, including 300 hours of community service and 700 hours of training, the Police Explorers program helps prepare young people who want to go into any kind of law enforcement or paramilitary career. The Police Officers talked to the Y.E.P students about how an officers job is more than just catching a bad guy, and includes helping people, educating them about the law, and preventing crime from happening.

The Cadets each spoke about why they joined this program and what they have received from it. During one particularly moving moment, all of the Y.E.P children stood up and talked with the cadets. It was great to see them all interacting. There is a great need across the country to build stronger, trusting relationships between the community and the police. This presentation was incredibly valuable for the youth. We hope that series and our partners continue to bring value to our students.

Want to know more about who we are partnering with? Follow us on Facebook for photos and updates from the program each week. Please visit, like, and share the Philly311 Youth Engagement page with your networks. We want to get the word out about the great work we are doing with the Education Works Summer Program.

I hope that you will stay tuned and keep up with this program as it progresses. This program will continue to grow and we are observing where we have room to improve in the future. But, so far, I am very pleased with its progress.

Rosetta Carrington Lue is the City of Philadelphia first Chief Customer Service Officer. She is a dynamic leader in the fields of Customer Experience, Contact Center Operations, Social Media, and Community Engagement management in both public and private sectors.

Creating a Welcoming & Connected City: 311 Youth Engagement Program

A few weeks ago I posed a challenge to my Philly311 Customer Service Programs and Engagement Strategist, Amanda V. Wagner: Create a program that encourages young people to be civically involved. Amanda leads the Philly311 Customer Service Programs and Strategies Unit which is responsible for Philly311’s customer service innovative programs and communications.

She was excited by the idea; however creating the program would be a challenge within itself. Daniel Ramos, Philly311’s Community Engagement Coordinator managed a similar program in the past with the 311 Youth Neighborhood Liaison Program. The experience that Daniel acquired during the 311 Youth Neighborhood Liaison Program would shape what recently became the Youth Engagement Program.

At the core of Philly311’s philosophy is one simple idea. Philly311 connects citizens to city services and resources, and there is a plethora of city services available to people outside of what citizens see on a daily basis. We want to educate adults about those city related services, and especially kids who could benefit most from it. I strongly believe that by being able to engage young talent early we can leave have a positive impression on our profession, help include and engage them to be part of the process to solve problems in their neighborhood and we may influence them to consider a career in government as a profession.

I am proud of one of the organizations we have partnered with on the youth program, After School Activities Partnerships (ASAP). ASAP works to serve the 45,000 kids citywide that spend an average of “20-25 hours a week alone after school between 3pm and 6pm, the most dangerous time of day for youth according to the Police Department.” Organizations like ASAP are a huge resource to citizens and meet a significant need in the community.

The Philly311 Youth Engagement Program (Y.E.P) kicks off in July for five week sessions. Y.E.P’s programming will teach a group of early middle school kids how to interact with Philly311, including a discussion on our award winning mobile app, and how to engage with community resources. Y.E.P has partnered with several City of Philadelphia affiliated youth programs to provide a well-rounded roster of opportunities. Under the supervision of Amanda V. Wagner, and Director of Communications for Philly311, Gabriela Raczka, the program has created long lasting alliances with our community partners.

I am grateful for a great Philly311 team that shares my passion for government customer service, and I’m looking forward to the feedback we’ll receive and the impact the program will create for the children of Philadelphia.

Rosetta Carrington Lue is the City of Philadelphia first Chief Customer Service Officer. She is a dynamic leader in the fields of Customer Experience, Contact Center Operations, Social Media, and Community Engagement management in both public and private sectors.

City of Philadelphia 311 Named 2015 UN Public Service Award Finalist

I am honored and excited that the City of Philadelphia Philly311 Contact Center was named a finalist for the prestigious international 2015 United Nations Public Service Award in the category of “Improving the Delivery of Public Services.”

We have grown so much from our days as a startup organization serving 1.5 million residents, businesses, and visitors. The journey has had its challenges, but every step of the way we have learned something valuable about our operations. Today we have revolutionized the traditional 311 operations through a customer centric model. We are changing the culture of city government to be more collaborative, connected, and welcoming.

Philly311 knows that to deliver impeccable services we must meet our customers where they are. Knowing this, we have modernized our system through a new customer relationship management solution, and have taken large strides in connecting with our customers through social media and visual messaging.

In addition to a wide variety of community engagement initiatives we are very proud of our efforts seen through the 311 Neighborhood Liaison program, which has expanded and doubled within the last few years. Philly311 is also the first in the nation to have a mobile app with dynamic language capabilities accessible in 17 different languages.

Hats off to the leadership that provided guidance through our journey, and the United Nations Committee of Experts in Public Administration. And of course, we can’t go without thanking our customers, partners, vendors, staff, and city administration for their ongoing support. We see your support everyday when you connect with us through social media, on our world-class mobile app, and through our many other platforms.

Thanks for helping us raise the bar in customer experience excellence in government.

Rosetta Carrington Lue is the City of Philadelphia first Chief Customer Service Officer. She is a dynamic leader in the fields of Customer Experience, Contact Center Operations, Social Media, and Community Engagement management in both public and private sectors.