Chatbot conversation. Person using online customer service with James Johns, a CX Consultant at Route 101 Ltd. discusses scaling up a digital-first public sector approach to service Advances in both digital technologies and customer experience platforms mean it has never been easier for the public sector to build online experiences into their day-to-day service operations – helping them to become digital-first public sector organisations. In doing so, these digital-first public sector organisations can set themselves up to deliver the agile and seamless interactions demanded by both the people they serve and those they employ. By acting now and adopting the right technologies, platforms and tools, public sector organisations can put themselves in a position to deliver the streamlined, personalised experiences that their customers and employees’ demand. With the right platforms, it’s easy for the public sector to: • Scale at speed – without hiring additional agents • Gain a holistic view of customers • Use customer insights to create better service Increasingly, public sector organisations are turning to cloud-based customer interaction solutions to improve the agility and scalability of their customer service, meet growth in demand with solutions that improve response times, and deliver greater insights into service volumes […]
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