Government agency offers customers the option to hang up the phone and chat with customer service representatives instead – winning praise and gratitude for the convenience.
The Commercial Services Bureau provides a wide range of city services, utility bills, business licenses, parking citations, preferential parking permits, ambulance billing, garage sales, alarm permits, billing and collection services and marina slip recurring credit card program. The Bureau’s primary mission is to provide customer friendly, convenient and easily accessible services to both Long Beach residents and businesses. The Utility Services department within the Bureau is responsible for providing a wide range of vital services for Long Beach residents and businesses, including gas, water, sewer, and refuse services. Customer service representatives at the department answer questions regarding payment, billing history, service options, and recycling requirements. They also sign up customers for additional services, and set up appointments to have utilities turned on or off as required.
The Challenge
Customers calling into Utility Services customer service department often complained about waiting on hold. “Even if a customer had to wait just two minutes, he’d complain, sometimes quite bitterly,” explains Derrien Cotton, Customer Service Representative for City of Long Beach Financial Management. “But I understand why. Many of our customers call from work, and they can’t afford to wait on hold; they need to get back to their jobs. In those cases, frustration can set in pretty quickly.” Because customer-friendly and convenient service is a top priority to the Commercial Services Bureau, and because all residents and businesses within city limits require multiple utility services, the City decided to address the frustration felt by its customers. The City wanted a way to enable their customers to get customer service, schedule appointments, and ask billing questions easily and without delay.
“Using LivePerson Pro has helped us achieve an important goal:
making it as convenient as possible for our customers to do business with us.”
Derrien Cotton
Customer Service Representative for City of Long Beach Financial Management