Comm100 Customer London Metropolitan Police Earns Honorable Mention at the 2019 Engage Awards

Comm100 is proud to announce that London Metropolitan Police has received the runner-up ‘Highly Commended’ mention in the ‘Best Use of Voice of the Customer’ category at the 2019 Engage Awards, the only customer and employee engagement industry awards in the UK.

The London Metropolitan Police has undertaken an effort to truly transform how they engage with the public, ensuring that citizens could have impactful, worthwhile interactions via digital channels. As part of this effort, they implemented Comm100 Live Chat, becoming one of the first police services in the United Kingdom to successfully employ live chat as a support channel. For January through June 2019, 87 percent of users said they would use the London Metropolitan Police’s live chat again and 81 percent were satisfied with their interaction, showing that customer satisfaction with the channel is increasing over time.

“We wanted citizens to be able to instantly connect with us and receive the help they needed efficiently and effectively, while maintaining the personal nature of communication they’d experience if they were to interact with us via other channels,” said Dave Jackson, head of control rooms at London Metropolitan Police. “Being named the runner-up in the Best Use of the Voice of the Customer category affirms that we can use technology like live chat to enhance the quality of our engagement with citizens.”

“By using live chat to engage with citizens, the London Metropolitan Police is helping to redefine the way police services think about communicating with the public,” said Jeff Epstein, VP of marketing at Comm100. “Congratulations to them, and to our partner CDS who made all this possible. We are proud to work with organizations like the Metropolitan Police that recognize the value of implementing innovative customer experience solutions in the public sector.”

About Engage Awards/Engage Business Media

The Engage Awards showcase organizational excellence and also recognize individuals who have accomplished significant achievements within the customer and employee engagement market.