Omnichannel customer engagement for government and public services

“Citizens today expect more transparent, accessible, and responsive services from the public sector."

The old ways of reaching ‘city hall’ – in person and asynchronous, offline communications – just don’t cut it any more. Citizens demand more accessibility and responsiveness, mirroring their experience in the private sector. The good news is moving to digital omnichannel support is easier and far less costly than you think. The upside: satisfied constituents and lower cost of service delivery. That’s a win-win you can feel at the ballot box.

Comm100 omnichannel customer engagement is ideal for:

Local, regional, and national government
Police and emergency services
Healthcare services
Licensing and permit agencies

Schools
Recreation
Public works
And more

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Modernize communications

You know it’s true: people prefer digital messaging over phone. It’s increasingly the way we communicate with each other and with the business and services that touch our daily lives. Many local and state governments are already taking bold strides into the digital era via websites and mobile apps designed for making service requests, paying taxes, and registering for programs. Live chat is the natural evolution of stakeholder engagement because it reflects how people want to connect. Let us help you modernize how you engage with your constituents.

Improve accessibility

It’s no secret that government services have a reputation for long wait times. Whether visitors are waiting in line at your local office, in a phone queue, or expecting an email reply, resolving their issues often leaves them feeling tired, frustrated, and disheartened.

Omnichannel customer engagement offers every level of government a cohesive system to connect with its constituents more efficiently, on their channel of choice. Start a conversation on social media and resolve it on live chat – all within one agent console, with all the information you need at your fingertips.

With Comm100, you can even route requests to the right person in the right place – without asking citizens to trek down to the local office for help. It’s the most cost-effective service channel available. We can show you how to make it work.

Increase satisfaction

McKinsey said it best in their recent report on delivering government services: “Citizens today expect more transparent, accessible, and responsive services from the public sector. And those expectations are rising.” Where do you start? To borrow a statistic from the private sector: 73% of customers find live chat to be the most satisfying way of communicating. More directly, government organizations using Comm100 Live Chat have increased visitor satisfaction rates by an outstanding 91.59%.

If you’re invested in improving satisfaction for your citizens and ratepayers, we offer the best path forward.

Save taxpayer dollars

The quest to improve responsiveness and accessibility doesn’t have to break the budget – which is critical given the requirement for governments to spend responsibly. In fact, you can deliver support via live chat at a fraction of the cost of a phone-based call center. The math is simple: the underlying technology is less expensive, and live chat agents can handle on average 3-5X the number of chats vs. calls thanks to the ability to respond to multiple simultaneous chats. Opting for AI-powered chat can boost savings even more while also allowing you to offer 24/7/365 service availability. Now’s the time!

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Stay compliant

When it comes to security and data privacy, you have to adhere to the highest of standards. Comm100 is fully compliant with all current regulations, from HIPAA and SOC 2, to PCI. We use 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 your own in-house security procedures by opting for on-premise deployment.

Related Resources

Solution Sheet
Live Chat Security for Public Sector
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