Improving customer service has been an off-and-on federal priority over a number of years. In fact, it is now more broadly referred to as “customer experience,” since research shows that “customer service” accounts for only a quarter of a customer’s overall satisfaction with their experience with a company or government agency.
Are you ready to start delivering a better customer experience at your agency but not sure how to go about doing so? Check out how these experts are enhancing customer service and the overall experience at their organization and pick up some tips you can emulate.
What’s the secret to delivering customer service that’s at a “golden standard?” The answer lies in using an omnichannel approach that meets citizens where they are.
Imagine this. Your agency is tasked with reaching out to individuals in 192 different languages, across many different channels, with varying education and technological expertise. It sounds like an almost impossible task. But that’s exactly what the U.S. Citizen and Immigration Services Customer Service and Public Engagement Directorate accomplished
Yelp has transformed the way you pick a restaurant for your date night. Uber has changed the way you get around town. And now governments are embracing innovative and mobile customer service techniques as well. Some examples? The Smithsonian Institute upped their social outreach game in preparation for the opening of their new African AmericanRead… Read more »
The most successful companies not only meet but exceed our expectations for timely, personalized and professional services. For them, good customer service is good business. If this is true in the corporate world, why should government be any different? If you think about it, government is a collection of many small and large enterprises thatRead… Read more »
This blog post is an excerpt from our recent Information Perspective, “Achieving Customer Service in the Real World.” To download the full research brief, click here. Rapidly expanding technology has changed expectations of customer service in the public sector. Citizens, and other government customers want to be able to see how their tax dollars areRead… Read more »
Learn how you can use self-service analytics to improve overall citizen experiences, interactions, and the way your agency delivers customer service.
I’ve read a lot of reports and listened to a lot of customer service/customer experience user experience — you’re supposed to delight the customer. What if I don’t want to be delighted? What if I just want to do whatever and go on to my next task?
Oftentimes customer service is an afterthought for overworked, under-budgeted and underappreciated states. And citizens are obligated to use government services, so why does the experience matter? Why waste the money? It matters, says Illinois Chief Information Officer Hardik Bhatt because, “governments don’t go out of business, but businesses go out of government.” In 2013, IllinoisRead… Read more »