Bridging the Gap Between Government and Citizens for Support

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  • 1. Bridging the Gap BetweenGovernment and Citizens for Support Duke Chung Co-Founder, Parature, Inc.@parature

2. OPEN GOVERNMENT & 21st CENTURYCitizensFederal GovernmentLearn and become active Createparticipants in how the transparency, participatiogovernment functionsn and collaboration Customer-centric approach provide easy,multi-channel communication with citizens Information-centric approach Do more with less 3. WHO IS PARATUREHeadquartered in Herndon, Virginia40 government offices, 10 federal agencies, 5 system integrators3,000 commercial brandsSupports 50 million end usersProvides award-winning, cloud-based customerservice software6 consecutive years on Inc. Magazines 500 | 5000 List 4. WHY DO CUSTOMERS COMPLAIN?66%70%60%50%35%40%29% 23%30%20%10%0%Time to issue ConsistencyCost of Lack of self-resolution of experience serviceservice informationSource: Aberdeen Group, 2012 5. POWER SHIFT TO CITIZENSCitizens are now looking to new service channels before picking up the phoneemailknowledgebaseWhy other channels? Long hold times Multiple contacts to resolve one issue Inconsistent answers from different people 6. WHAT THE CUSTOMERS WANT 70%89%91% 50% of customergo to anwould use an onlineof How do I ?decisions begin on organizations knowledgebase if itcalls and emails could search engines. website forwere available andbe deflected to self- answers andtailored to theirservice channelsinformation. needs. accessible through web support portals. 7. WHY GO MULTI-CHANNEL?58%60%50% 35%40% 22%30%20%10%0%To provide service and Changing customerTo improve customersupport where expectationsengagement customers are active Source: Aberdeen Group, 2012 8. YOULL NEED A MULTI-CHANNEL STRATEGYUnderstandAdaptEmbraceEngageContinuously Adapt 9. ORGANIZATIONS ARE PLANNING NOWPLANNED IN 12 MONTHSSelf-service knowledge base52%Email45%Voice44%Social Media 38%Live Chat36%Communities29% Mobile Apps 28% Mobile Web25%Voice Self-service 21% 0%10% 20% 30% 40% 50% 60%Source: Aberdeen Group, 2012 10. HOW WE GOT HERE TODAY Support channel preferencesare evolving with eachgeneration. 2012+Mobile New technology trends can Social Customerimpact customer service 2009+behavior.Service Facebook, Twitter, Other Social Channels Understand who your end usersare and determine how they2005+Web Channelsprefer to be supported.Ticket, Chat, Feedback, Communities A combination of channels willbe most effective.2000+Self-ServiceSource: SSPA and Wikipedia knowledgebase1996+ Email Support Pre- 1995 Phone & Fax Support 11. MULTI-CHANNEL SERVICE EXPERIENCEemail Self-service Businesses Agency knowledgebasein person Citizensfax Open Government 12. CITIZENS GO TO THE WEB FOR INFO The public needs to feel they can contact the organization if needed Most people go to the web to look for phone numbers already Submitting online inquiries is becoming commonplace among citizens looking for help Responsiveness is important No one wants their question to get lost in a black hole Provide updates for the status of the issue 13. SELF-SERVICE KNOWLEDGEBASE Information-centric approach Always accessible and available 365/24/7self-serviceknowledgebasethru on online support portal What to include? FAQs, Policies, Procedures, DownloadableForms, Laws, Regulations, FactSheets, Updates, News, Etc Dont worry, it will grow! Through new inbound questions, youll have anopportunity to harvest new content quickly Understand what your citizens are looking for 14. LIVE CHAT SUPPORT Provide real-time, personalized response Increase staff efficiency Able to handle multiple interactions at once Allows citizens to get immediate help if theycant find the answer theyre looking for Chat is flexible, and can be incorporatedthroughout your website for a seamless enduser experience Increase time to resolution Immediate resolution improves satisfaction ratings 15. UTILIZE SOCIAL MEDIA Monitor and respond via Facebook andTwitter Increasing public adoption of social media People dont just use it to connect with friends Viewed as a direct access channel to organizations Public perception is influenced by others Create brand ambassadors Unanswered questions cause a snowballeffect Create keyword-based monitoring foractionable issue escalation, as a filter forsocial noise 16. SELF-SERVICE IN FACEBOOK Extend 24/7 self-service to Facebook Use the same external support FAQs within your social pages The public is comfortable here, dont send them somewhere else Reduce negative comments with a support presence Give the official answer, rather than letting others give wrong advice 17. GATHER FEEDBACK AND COLLECT DATA Survey says: Proactively collect opinions Uncover trending issues in support processes Provide valuable opinions for the entire agency Immediate feedback: Collect feedback during or right after any support interaction Engage the public in their opinion when they are mentally engaged in a support issue Provide a simple, quick way to rate experiences 18. INCREASE EFFICIENCYMoreknowledgebase = Drives up to 90%self-service adoption content Citizens areReduce repetitive able to findtheir own = inbound phone callsand emails for staffanswers onlineCitizens findIncrease customer their answerswithin a few= satisfaction, timeto resolutionclicks 19. UNDERSTAND YOUR CITIZENSA 360 degree view: Metrics provide the roadmap for improvement Understand the end user experience Report on each step in the support loop to address efficiencies Drive customer satisfaction and close costly loopholes 20. SUMMARY Customer-centric approach provideeasy, multi-channel communication withcitizens Information-centric approach Do more with less 21. ITS WHAT THE CUSTOMERS THINK80%8%of CEOs think theyof their customers deliver a superior actually agree. customer experience. - IBM Corporation Paratures experience with both our Public Sector and Commercialcustomers has led to our multi-channel support philosophy, with a strong focus on the end-user experience. 22. CONTACT USThank You! Suite B Dulles Technology Dr.Herndon, VA 20171