 live chat software |
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See Live Chat in Action: Download the City of Long Beach Case Study. » Best Practice To encourage live chat as the first mode of contact, place a click-to-chat button on the top of your home page, and include the option ahead of your email and telephone numbers on your Contact Us page. |
Government AgenciesDeflect costly incoming phone calls and customer email to live chat. Provide better customer service at a fraction of the cost. 
Respond to Inquiries via Live Chat Live chat helps customer service departments respond to inquiries quickly, easily and accurately. Pre-formatted responses make quick work of providing customers the information they need, and enable agents to interact with more than one visitor simultaneously. As a result, more customers are helped in less time. Customers appreciate interacting with government agencies via live chat because it lets them pose questions discreetly while at the office. Customers simply type their requests in a chat window, rather than read sensitive information, such as utility or tax payer account numbers, out loud in their cubicles. It also lets them continue to work on other projects while they wait as an agency representative researches a question or looks up their account history. Provide Hands-On Assistance with Web-based Forms Increase the number of completed Web-based forms by providing hands-on assistance while customers are using them. Chat agents can explain disclosure requirements on forms, point out fields that may have been entered incorrectly, and even assist by completing sections on the visitor’s behalf. Many Uses of Live Chat in Government Agencies A wide variety of government agencies use LivePerson’s award-winning chat solutions to support their constituents. For instant, publically-funded libraries use live chat to provide librarian assistance to remote patrons, and to help school children with homework. Other agencies use it to schedule appointments to turn on city-provided utilities such as water and gas service. Many local governments receive all chats to a central location, and rely on skill-based routing to direct the visitor to the right department. Managed Services for Government Agencies Not sure your agency has the resources to staff a chat channel? You can still benefit from live chat. LivePerson has partnered with leading companies who can provide outsourcing services to government agencies. Certified Agents can handle your chat volume on your behalf. Then, as you gain experience, you can bring the channel in-house. For details, please contact us: |
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