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News, views and insights

6 ways to wow customers with great customer service in the public sector...

...And how a modern contact centre solution will help you do it.


Delighting customers in the public sector means ensuring seamless communication. Seems easy, right? But it's not. With various communication channels emerging, customers choose what works for them based on their location and needs.


Let's explore bringing together diverse communication methods into one hub. How will this impact your operations? What new opportunities for innovation will arise? How will your team adapt?

We’ve identified six tech-driven strategies to enhance customer experience, informed by our interactions with customers and industry trends.


1. Make customers feel valued

Make customers feel special by using a tool that helps you ensure there aren't multiple separate ways to connect with a customer.


Because everyone can see what’s happening in one place, problems are fixed faster and in a more personal way. Not only will you better understand your customers but you’ll build stronger relationships. Simply put you, your colleagues and all the agents can keep track of them and see everything about them, wherever they are when they are working.


2. Keep an eye on daily operations

Real-time monitoring is crucial here. Even complex government agencies can achieve full oversight using a single dashboard.


Imagine this: when customers call, the monitoring system notifies team leaders if certain levels are too high. Team leaders also receive updates on employee performance, waiting times, and conversations. This system allows you to assess daily operations and improve customer service as needed.

 

3. Embrace omnichannel communication 

Having many ways to talk to customers is good. Using an omnichannel approach makes it even better. This means customers can connect using their favorite ways to communicate, while your team can seamlessly continue conversations across different platforms.


For example, this is helpful if customers call about an order or problem they asked the chatbot about before.


Also, omnichannel keeps track of the whole customer journey, which helps personalise their experiences.

 

4. Be prepared when things go wrong 

Ensure continuous service with a contact centre solution that boasts high uptime (99.9%) and emergency response plans. Surpass customer expectations by seamlessly handling crises.


Emergencies will happen. It’s how your organisation handles these situations that will make the difference, and what will surprise your customers.

 

5. Empower customers to help themselves

Provide self-service options like IVRs and chatbots for customers to find information independently. Free up your team's time for more complex customer needs while still offering human interaction.

 

6. Reduce the number of transfers between agents

The right technology will make it easier to use routing rules and assigning customers to the best agent for their needs. This ensures customers reach the right employee, no matter where they are or what department they're in. This saves time and makes customers happier because it avoids unnecessary transfers. 

 

Conclusion

Excellent customer service strengthens relationships in the public sector. Leveraging modern contact centre technology enhances communication, surprising customers with personalised service tailored to their needs.

 


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