Competent government services via customer service solutions

Jun 21, 2011 | Publisher: kanasoftware | Category: Technology |  

Competent government services via customer service solutions Several agencies appointed to provide government services have their own system of working. They work with different and individualistic technological applications that are incompatible in nature. This hinders the process of integration and collaboration amongst the different programs and the maintenance incurs expense. Customers cannot be serviced satisfactorily in a non cooperative ambience, and the government can barely make any progress with such handicapped operations. Exchange of information and broadcasting requirements can be achieved through powerful virtual transactions. Thus with a supportive and reliable virtual platform customers can easily search for information and applications, update and report. If the government wants to implement a system that can guarantee delivery of enriching customer service experience then it needs to employ automated customer service solutions with flexibility that will help in fulfilling the needs of the customers via any multi-channel medium such as the telephone, email, fax, web self service and also text messaging. The true benefits of automated customer service solutions are: Efficient data capture – Normally each department has a different record for the same customer that can be an annoyance while collaborating. A simple task such as a change of address may be a complicated task if it is processed through the different departments. The results of an irregular and unstable environment can be extremely mortifying. An integrated system on the other hand can help in identifying the exact information required by the customer and guiding him to the right location. It allows the customer to update the record easily and correctly. Resourceful distribution of work – The customer service solutions are proficient in capturing data and dividing the work for allocation to the correct department depending on the nature of work and the complexities involved. This helps in better service delivery and departments can experience better results with first call resolutions and drastic reduction in the number of calls. Improvements in transactions – Misguided transactions can lead to bitter and negative customer service experience. A program that is incoherent and fails to direct the customers to the right destination is a waste of time and cost. The program should educate the customers regarding the completion of applications and validate them before submission. The automated solutions help to reduce errors and also the processing time. Increased Transparency – The government systems should have the facility to allow the departments to view the customer’s information. However, preserving personal data is also very important so that the customers are neither inconvenienced nor caused any harm. Thus the system should have competent authentication procedures to help verify the users while maintaining a transparent stance to facilitate collaboration. Better service – The programs should provide interactive, simple and consistent web self service facilities so that the customers can resolve their issues without any need for follow ups. Instating a steady program can help control the risks and changes can be made without any detrimental effects. The automated solutions help the government realize its inspiring and quality efforts. Learn more about :- email response & agent desktop

Competent government services via customer service solutions (1).pdf

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KANA, the leader in Service Experience Management, provides solutions that deliver a customer service experience that successfully balances customer interests with business goals. KANA's clients report double-digit increases in customer satisfaction, increased revenue growth while reducing contact center costs by an average of 20 percent. KANA's award-winning solutions are proven in more than 600 companies worldwide, including approximately half of the world's largest 100 companies. For more information, visit


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