Transcript Customer Information Technology

Innovative Web Technology to
Enhance Customer Service
Webinar Overview
Enhance your Customer’s Experience with a
variety of options:
• Customized Technology
• On-Line Tools
• Social Media
On-line Dial-A-Lift
Ride Reservations
• On-Line ride reservations then and now
• Why Use On-Line Ride Reservations
• Implementation Tips
On-line Ride Reservations
• Web Portal Capabilities in Ridescheduling
Software
• Working with a Vendor
• Know your client’s needs
On-line Ride Reservations
• Look and Feel – It’s important
• Common Language
• The Process
On-line Ride Reservations
On-line Ride Reservations
• Operational consistency
• Challenges
• Mitigating Operator Error – User’s Guide
www.bookyourdalride.com
Online Tools that Enhance
Customer Experience
• Web Sites for general information about your agency
and its services.
• Online Trip Planners for customized information.
• Real-time bus arrival tools for up-to-the-minute
information.
Web Sites
• Information for direct users
– Routes & schedules
– Riding tips
– Fares
– Emergency information
• Information for the broader audience.
• Does not have to be expensive or complicated.
Online Trip Planners Take
Guess Work Out
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Available 24/7.
Multi-modal options available.
Provides route & schedule choices.
Helps riders discover new routes.
Online Trip Planners Take
Guess Work Out
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Accessibility features available.
Connects with neighboring agencies.
Available on desktop and mobile devices.
Easy, fast, and free.
Intercity Transit’s Trip Planner
from Google Maps
Getting Started with
Google Maps
http://maps.google.com/help/maps/transit/partners/
Where’s Your Bus?
Let’s Find Out!
• Increase satisfaction with
public transit.
• Decrease wait time.
• Increase feelings of personal
safety.
• Increase likelihood of walking.
• Increase number of transit trips, especially noncommute.
OneBusAway…
A Tool for Everyone!
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Landline
Cell Phone
Web
Mobile Device
Text
For information on how to get started, visit
http://www.onebusaway.org and click on Contact Us.
Using Social Media to
Enhance Customer Service
• Intercity Transit’s Social Media history
• Why Use Social Media
• Social Media Tips
Get Social!
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Facebook
Twitter
YouTube
Flickr (photo sharing)
Blog
Why Use Social Media?
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It’s FREE!
Doesn’t have to take much time
Two-way conversation
Adds a more personal feel to your agency
Social Media Tips
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Start slow
Use “tools” that work for your agency
Listen and interact
“Allow” posting
Social Media Tips
• Create amazing content: relevant, fun,
personal, visual
• Photos and videos
• Ask questions
• Create a social media calendar
Contact Us
Emily Bergkamp, Dial-A-Lift Manager
[email protected]
360.705.5893
Kris Fransen, Mktg. & Comm. Coordinator
[email protected]
360.705.5836
Donna Feliciano, Mktg. & Comm. Coordinator
[email protected]
360.705.5891