Government organisations are constantly trying to improve engagement with their citizens. Opening the lines of communication from every angle and device is critical in making sure citizens feel comfortable contacting you. This type of engagement allows for a relationship built on trust.
The tricky part is, not everyone likes to engage with you in the same way, making it very tricky to meet everyone’s preference.
Omnichannel is not a new buzzword term, but it is gaining importance in our virtual world. Check out these latest (and greatest) examples of omnichannel service at its best!
1. Self Service Portals – It’s become an expectation of citizens that a government organisation provide a self-service option, so if you’re not, you’re alienating a large segment of your populace.
2. Internet of Things (IoT) – When organisations connect the devices they own with IoT, it can act as a proactive and innovative channel for service. It enables the ability to monitor issues, send alerts, automate service tickets and allow for proactive service.
3. SMS – SMS is often used as a channel for one-way marketing communications to consumers, but it also makes for a great customer service channel. Customers like using SMS because it’s convenient and eliminates the need to call in to a service center and wait in a queue for a simple question or to check on the status of a work order.
4. Email – Email is in the top two of service channels used by consumers across all age groups. It’s also a channel that commonly goes wrong when an organisation lacks an effective omni-channel platform and strategy. Emails might be answered by multiple agents who may provide conflicting or incorrect information, which is a very frustrating experience. As one of the most popular channels used by consumers, it’s critical to get it right.
5. ChatBot – With the growth of messaging applications, chatbots are rapidly becoming the biggest trend for the chat channel. Chatbots are great for customer service because they can handle basic requests and answer common questions. Consumers are increasingly looking for 24/7 service and chatbots can handle after-hours enquiries.
6. Social Media – The growth in the social media channel has steadied, but it’s still an important channel for customers who are either unhappy and want their voices heard or loyal and desire engagement and sharing.
The key to a great omnichannel strategy is implementing all of these options with a high level of control.
Omnichannel Customer Service is a new interface within Dynamics 365 Customer Service, currently including Chat, SMS and Facebook Messenger. The next Release Wave 1 will have many other connectors, including WhatsApp, Twitter and Teams.
PowerObjects is staying on top of these technological advancements when it comes to improving omnichannel strategies in the government sector. Connect with our Local and Regional Government experts to learn more!