Date post: | 29-May-2015 |
Category: |
Education |
Upload: | aspire-knowledge |
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Digital Service Delivery
1
www.connectassist.co.uk
The digital mix
2
Digital communication
Digital service
Digital Purchase
www.connectassist.co.uk 3
Reasons why not!
“Our service don’t lend themselves to a digital approach”
“They are too old”
“What if too many people
found out about us and used
more services?”
We don’t have the money
“Our service users aren’t
online”
www.connectassist.co.uk 4
www.connectassist.co.uk 5
www.connectassist.co.uk 6
NCVO Member Helpdesk
www.connectassist.co.uk
Expertise in channel switching
Teacher Support Network growth through online channels
7
Switching to digital service channels
0
50000
100000
150000
200000
250000
2004 2005 2006 2007 2008 2009
Nu
mb
er o
f co
nta
cts
Agent assisted incidents Online self-service
www.connectassist.co.uk
Case study: Teacher Support Network
Increased cost-effectiveness
Cost per incident has reduced significantly
8
£0.00
£2.00
£4.00
£6.00
£8.00
£10.00
£12.00
2005 2006 2007 2008 2009
Co
st p
er in
cid
ent
www.connectassist.co.uk 9
Next steps
1 Commitment
2 Content
3 Multiple channels
4 Create user journeys
5 Integrated platform
www.connectassist.co.uk
Multi-channel systems
10
Self-assessment
Telephone calls
Surveys and feedback
Support online
Knowledge base
Mobile applications
Face to face
Digital service platform
Facebook applications
www.connectassist.co.uk 11
Sample user journey
Does their score
suggest that they
need help?
YES YES
NO
User asks a question System suggests five
possible answers One answer prompts a
questionnaire
Tailored advice is delivered
User signs up for newsletter
Email asks if they want a call-back
Webpage recommends
call
Telephone call generated
User journeys
www.connectassist.co.uk 12
Next steps
1 Commitment
2 Content
3 Multiple channels
4 Create user journeys
5 Integrated platform
Digital Service Delivery
13
[email protected] @pnashconnect 01443 827600 07900 241774
www.connectassist.co.uk