vice president, business development moovel north america

Use of Social Media to Improve the Rider Experience

Mac Brownmoovel North America

Vice President, Business DevelopmentPortland, Oregon

• A major shift is happening in customer engagement expectations.– Successful models are evolving.

• Customers are requesting more information:– News, relevant updates, and support wherever

whenever

• New engagement opportunities are presenting themselves through technology and social media

Key Presentation Takeaways

• Primarily via automated emails and text messages

• This method works….to an extent– Can easily evolve! – Mix of service and social media

Traditional Communication Model

• Social media keeps agencies fresh, fun, and factual

• To attract new generations, meet them where they are

• Agencies should engage on social media rather than waiting for questions or complaints

New Engagement Model

New Engagement Model - Service

New Engagement Model - Content

New Engagement Model - Bots

Mobile Ticketing Systems - A New Communications Channel

• Mobile ticketing creates a seamless interaction between agencies and users – Feedback & incident

reporting, videos, help docs, etc.

– Closewatch partnership

• Create social buzz to increase engagement and adoption– May catch the eyes of a reporter!

• Establish brand awareness across various platforms and mediums

• Case study: Trimet – Pilot testing, beta testers, social

media, launch party, local media, etc.

– “Rolling thunder”

Bringing Mobile Ticketing Systems On Line - A Chance for Engagement

The Via Transit GoMobile App

1. Available later this year

2. Account-based system

3. Buy, store, and use mobile tickets

4. Trip planning

5. Customer communication tool

Recommendations

1. Adopt a social media strategy

2. Proactively engage with and monitor usersa. Polls, responding to inquiries,

sharing compelling stories, etc.

3. Integrate delay, error, and general transit information into your social media posts

Benefits: Increased customer retention, improved adoption, and greater understanding of rider’s needs.

Thank You!

Mac Brownmoovel North America

Vice President, Business DevelopmentPortland, Oregon