Transcript of Pierce County’s experiment with Live Chat software 2014 Licensing Conference.
- Slide 1
- Slide 2
- Pierce Countys experiment with Live Chat software 2014
Licensing Conference
- Slide 3
- Customer Service Innovation Its live support software. Live
Chat Moxie Soft Live Person Zopim These are ways to interact with
website visitors in real time.
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- Problem: How many people find your phone number through your
website and then call you... Encountering a frustrating routing
system, Or, get voicemail because youre wrapping up a transaction
with a customer?
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- Bigger Problem: Dropped calls! 2-3 dedicated staff to phones
Calls get dropped if more than three calls come in at one time
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- Solution! Engage customers immediately Reduce frustration
Shorten service time Eliminate phone tag Drastically reduce email
inquiries
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- How? Offer a Chat button to connect customers to a staff
member
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- Green toggle gets attention.
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- Currently in Use District Court Assessor-Treasurers Office
Auditors Elections Division
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- Future Plans Licensing Recording Division 1,000 calls a week.
Dedicated two-three staff members to answer phones. Continue to
drop 40-60 calls each week. We hope to eliminate dropped
calls!
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- Why Live Chat? Its inexpensive!
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- Why Live Chat? Its easy administration
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- Why Live Chat? Screen Options
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- Why Live Chat? Call distribution can provide topic options
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- Why Live Chat? Its compliant with the public records act.
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- Benefits Customer service auditing tool. It provides
opportunity to pre-screen answers to your most common questions.
Since writing has no inflection, youll want to take care that your
responses reflect the tone intended.
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- Canned Answers Office Hours and Location The Office of the
Pierce County Assessor-Treasurer is open Monday through Friday from
8:30 AM to 4:30 PM. We are located at 2401 South 35th Street Room
142, Tacoma WA 98409. Our customer service staff would be happy to
assist you should you decide to come visit us. Is there anything I
can do for you in the meantime? Tax Due Date Property Taxes are due
in halves April 30th and October 31st in most circumstances. A
postmark on or before those dates is acceptable. I'd like you to
take a look at your property information on our website (click here
and enter your parcel number:
http://epip.co.pierce.wa.us/cfapps/atr/epip/search.cfm) to double
check your parcel's due dates. The due dates and current amounts
due display under the taxes/values tab. Is there anything else I
can help you with today? Mailing Address The mailing address for
property tax payments is PO Box 11621, Tacoma WA 98411-6621. Did
you have any more questions for me today? Checks Payable To? Please
make your check payable to Pierce County. Thanks! Did you have any
more questions for me today?
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- Additional Benefits? It provides stats how many calls were
taken length of call. Cuts out the middleman. No more forwarding
emails to the proper department. Noticeable drop in email contacts.
Can juggle as many as four callers at once!
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- Cool Features Allows staff to invite co-worker to hand off
caller for breaks or lunch. Provides the option for a Chat survey.
Post Chat Survey ---------------- Comments: Linda quickly answered
my questions. Satisfaction: 5 Knowledge: 5 Ease: 5
- Slide 20
- Questions?