07 January 2021
Local Authorities: it’s time to have a conversation
Having a conversation should come to us naturally, but sometimes it might be more difficult than we would like to believe. For local authorities, you have to deal with lots of incoming communication, with people of various walks of life. It’s a challenge to keep abreast with all of the responsibilities surrounding a customer service agent’s day. Another challenge that we all face is the evolution of our world around us. As technology progresses, we are becoming increasingly more immersed in quick text based communication, pushing us into a more conversation-centric consumer driven world. This is where conversational marketing comes into play, and we at Click4Assistance will explain how it all works.
Sparking a conversation with a local authority isn’t just a matter of texting: “Hey, how’s everything been going? Haven’t heard from you? Everything alright?” Local authorities don’t have the ability of being familiar or informal. Holding a more professional tone is required and this can sometimes register a less than desirable impact with their customers. However, with time and understanding, your customers can meet your local authority on platforms that they prefer, increasing your communication flow overall with a wide network of customers.
Web chat software is the most impactful way to start conversations with your customers, in a method that is highly productive for your customer service agents. Unlike telephone calls, agents can speak with multiple customers simultaneously, increasing the number of customers your local authority speaks with on a daily basis.
Keeping on top of your conversations
Conversations can happen everywhere, and online, they are usually through web chat software, social media direct messages, WhatsApp and more. Your customer service agents have a lot of incoming communication which can quickly get overwhelming without the right communication tools. Click4Assistance’s dashboard is completely customisable, allowing your customer service agents to hide the distractions and keep what they need on their screen. With everything in one place, the Click4Assistance dashboard eliminates the need to search for messages, vastly improving productivity, and with remote access from any laptop or desktop computer with a Chrome browser, your customer service agents can seamlessly work from home.
Leverage artificial intelligence to stay online 24/7
It would be great to have a customer service team that is always online, but as you can imagine, that can become quite costly. What if there was a way to keep your customer service team online, 24/7, no matter what, and also be cost effective? Enter, Artie and Coni, Click4Assistance’s AI chat and form bots. They are always online, always available, so that no matter what day or time it is, someone is always available to help your customers.
Reduce the load on customer service agents
Web chat software and AI chatbots can help reduce the load on your customer service agents. Naturally, your local authority will see less customers calling as they adopt online chat software, reducing your call volume and your telephone waiting queue, instantly improving the quality of service and reducing the call load for your agents. The AI chatbots greet and engage all the incoming website visitors and answer their basic questions, assist with navigation and collect information before transferring them to a human agent, saving your customer service agents a lot of time.
Click4Assistance, the best web chat software in the UK
Ready to start having those conversations? Click4Assistance has over 15 years of experience supporting local authorities just like yours with their customer service software solutions. If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution, to increase your local authority’s productivity for 2021, give us a call on 0845 123 5871 or send an email to firstname.lastname@example.org and one of our experts will be with you right away. Not ready to reach out yet? Discover how it works, try a demo, or better yet, try Click4Assistance completely free for 21 days.