Expert opinion from Debbie Nolan, Business Development Director, CRM Solutions, Arvato UK & Ireland has been featured on callcentresummit.co.uk
The article highlights how forward-thinking organisations are starting to deploy a proactive approach to social media to engage consumers who feel comfortable in a digital environment. This is a strategy that Arvato has implemented for the Dutch Central Government with significant success.
Debbie explains: “Proactive social media was trialled in Arvato’s seven-year partnership with the Dutch Central Government. The driving force behind the move onto social media was to become more open and transparent in communications to citizens.
“A pilot programme, built on a model of proactive two-way dialogue, was initiated and delivered by a team of multi-skilled agents in partnership with Arvato who continually identify and engage with citizens on relevant topics and current events.”
The trail’s successes include a 26 per cent increase in followers in the first year of implementation and the Arvato team serving over a million Dutch citizens via Twitter and responding to almost 6,000 queries over the same period.
You can view the full article here.