Embed Size (px)
DESCRIPTION
Citation preview
@parature
Bridging the Gap Between Government and Citizens for Support
Duke ChungCo-Founder, Parature, Inc.
OPEN GOVERNMENT & 21st CENTURY
Citizens Federal GovernmentLearn and become active participants in how the government functions
Create transparency, participation and collaboration
• Customer-centric approach provide easy, multi-channel communication with citizens
• Information-centric approach• Do more with less
Headquartered in Herndon, Virginia40 government offices, 10 federal agencies,
5 system integrators3,000 commercial brandsSupports 50 million end usersProvides award-winning, cloud-based customer
service software6 consecutive years on Inc. Magazine’s 500 | 5000 List
WHO IS PARATURE
WHY DO CUSTOMERS COMPLAIN?
0%10%20%30%40%50%60%70%
66%
35%29%
23%
Source: Aberdeen Group, 2012
POWER SHIFT TO CITIZENS
Citizens are now looking to new service channels before picking up the phone
email knowledgebase
Why other channels?• Long hold times• Multiple contacts to resolve one issue• Inconsistent answers from different people
WHAT THE CUSTOMERS WANT
89%go to an
organization’s website for
answers and information.
70%of customer
decisions begin on search engines.
91%would use an online knowledgebase if it were available and
tailored to their needs.
50%of “How do I …?”
calls and emails could be deflected to self-
service channels accessible through web
support portals.
WHY GO MULTI-CHANNEL?
0%
20%
40%
60%
58%
35%
22%
Source: Aberdeen Group, 2012
YOU’LL NEED A MULTI-CHANNEL STRATEGY
Understand
Adapt
Embrace
Engage
Continuously Adapt
ORGANIZATIONS ARE PLANNING NOW
Voice Self-service
Mobile Web
Mobile Apps
Communities
Live Chat
Social Media
Voice
Self-service knowledge base
0% 10% 20% 30% 40% 50% 60%
21%
25%
28%
29%
36%
38%
44%
45%
52%
Source: Aberdeen Group, 2012
PLANNED IN 12 MONTHS
HOW WE GOT HERE TODAY
Source: SSPA and Wikipedia
• Support channel preferences are evolving with each generation.
• New technology trends can impact customer service behavior.
• Understand who your end users are and determine how they prefer to be supported.
• A combination of channels will be most effective.
Pre- 1995
1996+
2000+
2005+
Phone & Fax Support
Email Support
Mobile
Social Customer ServiceFacebook, Twitter, Other Social Channels
Web ChannelsTicket, Chat, Feedback, Communities
2009+
2012+
Self-Service knowledgebase
MULTI-CHANNEL SERVICE EXPERIENCE
Self-service knowledgebaseAgency
fax
in person
Businesses
Citizens
Open Government
• 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
CITIZENS GO TO THE WEB FOR INFO
• Information-centric approach
• Always accessible and available 365/24/7 thru on online support portal
• What to include? • FAQs, Policies, Procedures, Downloadable
Forms, Laws, Regulations, Fact Sheets, Updates, News, Etc…
• Don’t worry, it will grow!• Through new inbound questions, you’ll have an
opportunity to harvest new content quickly
• Understand what your citizens are looking for
SELF-SERVICE KNOWLEDGEBASE
self-service knowledgebase
• Provide real-time, personalized response
• Increase staff efficiency• Able to handle multiple interactions at once
• Allows citizens to get immediate help if they can’t find the answer they’re looking for
• Chat is flexible, and can be incorporated throughout your website for a seamless end user experience
• Increase time to resolution• Immediate resolution improves satisfaction ratings
LIVE CHAT SUPPORT
• Monitor and respond via Facebook and Twitter
• Increasing public adoption of social media
• People don’t 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 snowball effect
• Create keyword-based monitoring for actionable issue escalation, as a filter for social noise
UTILIZE SOCIAL MEDIA
• Extend 24/7 self-service to Facebook
• Use the same external support FAQs within your social pages
• The public is comfortable here, don’t send them somewhere else
• Reduce negative comments with a support presence
• Give the official answer, rather than letting others give wrong advice
SELF-SERVICE IN FACEBOOK
• 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
GATHER FEEDBACK AND COLLECT DATA
INCREASE EFFICIENCY
More knowledgebase
content=
Increase customer satisfaction, time
to resolution
Citizens find their answers within a few
clicks
=
Citizens are able to find their own
answers online
=Reduce repetitive inbound phone calls and emails for staff
Drives up to 90% self-service adoption
A 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
UNDERSTAND YOUR CITIZENS
SUMMARY
• Customer-centric approach provide easy, multi-channel communication with citizens
• Information-centric approach• Do more with less
IT’S WHAT THE CUSTOMERS THINK
80%of CEOs think they deliver a superior
customer experience.
8%of their customers
actually agree.
Parature’s experience with both our Public Sector and Commercial customers has led to our multi-channel support philosophy, with a strong
focus on the end-user experience.
- IBM Corporation
Thank You!
Duke Chung
Co-Founder
Parature Corporate
13625 Suite B Dulles Technology Dr.
Herndon, VA 20171
CONTACT US
blog.parature.com
www.facebook.com/parature
www.twitter.com/parature
www.linkedin.com/company/parature
www.youtube.com/paratureinc
www.slideshare.net/parature
www.parature.com/rss
www.pinterest.com/parature
