Governments and cities are under increasing pressure to cut costs and boost customer satisfaction. At Comm100, we understand how to balance these competing priorities through effective use of live chat, helping you to improve the service you give while also meeting balance sheet targets.
We help a wide variety of public service offices use our chat solutions to better support their customers and constituents. That includes organizations such as:
It’s no secret that government offices are known for their long wait times. Whether visitors are waiting in line at your local office, in a phone queue, or for a long overdue email, the process of getting in contact with you can leave them feeling tired, frustrated, and disheartened.
Unlike traditional means of customer support, live chat allows your representatives to handle 2 or more customer queries simultaneously, meaning that your visitors’ wait times will be cut dramatically. When you can take care of more visitors, faster, you can improve public relations by showing visitors that their government values their time.
One of the reasons why government service channels are so clogged is because of the need for repeat contact. Some people take hours out of their day to commute to and wait at a government office, only to be told that a document is missing or is incorrectly filled out, and that they have to come when the issue has been corrected. Imagine being able to assist visitors who are having trouble filling out electronic forms at the very moment they need it. Comm100 Live Chat allows your administrative staff to help people online, in real time, so that forms are filled out correctly the first time and all disclosure agreements are understood. This means less repeat visits and phone calls, and less burden on both your staff and your visitors.
Security is one of the greatest concerns facing government services that provide online support. Comm100 Live Chat uses state-of-the-art security protocols and encryption tools, protecting the individuals that contact you through our live chat system. This ensures that sensitive information communicated through your government website will always remain safe and secure. Alternatively, you can choose to have the comfort of your own in-house security procedures by opting for on-premise deployment.
Plus, our MaximumOn™ technology provides 100% uptime—guaranteed. With our software, you will never have to contend with server problems, maintenance issues or other technical outages. Comm100 Live Chat is always there when your customers need it.
Government agencies are obligated to spend taxpayer dollars ethically and responsibly, which means implementing ways of supporting citizen inquiries that are safe, affordable and effective. Live chat costs less than traditional toll-free number support, and requires that less agents be on standby, saving you money and resources that could be spent elsewhere.
With Comm100 Live Chat, you can provide better, more efficient customer service at a fraction of the cost you’re currently spending on staffing requirements. Our chat solution allows your representatives to handle multiple chats simultaneously using tools such as canned responses, shortcuts, and other cost-saving features.
Visitor satisfaction is dramatically influenced by first contact resolution, the speed with which an issue was resolved, and the quality of service. Live chat can help increase all of these. Government organizations using our live chat solution have been able to increase their visitor satisfaction rates by an outstanding 91.59%.
Comm100 Live Chat allows you to provide greater support to the residents of your community, or attend many citizens on a national level. Providing support in real-time through your website can show people that their government cares about them, and dramatically improve the way the public perceives government organizations.