The Digital Transformation Strategy pertains to how the government will shift to using digital tools to transform the relationship between citizens and the public sector. The strategy aims to help the government to better understand the needs of citizens; provide services more quickly and at lower costs, and to make data-driven improvements to its services.
Handlr’s proactive live chat software helps the public sector to meet these goals by:
Proactive live chat is the perfect solution for those facing budget cuts but don’t want their customer service to suffer as a result. Chat agents are able to handle multiple chats at once, meaning that less staff are required for the same volume of customers. This means that staffing budgets and estate size can be reduced, and productivity maximised.
Demands are changing, and the public now expect high accessibility and immediate answers from government websites. Proactive live chat can provide both, allowing real-time, instant communication between agent and citizen.
Agents are also able to send and receive images and files through the chat window, making it easy to send the necessary documents or help guides in just a couple of clicks.
Our proactive live chat software provides a range of reporting and analytical tools which help organisations to analyse the performance of chat agents, understand website visitor behaviour and see where adjustments to staffing budgets could be made. These tools allow for data-driven improvements to be made to chat setup and overall service.
Citizens can feel overwhelmed by the magnitude of information often displayed on government websites. As a result, this can cause citizens to perceive service as poor and lose trust in the organisation.
With proactive live chat, agents are able to proactively engage with website visitors while they're browsing the website; ask them if they need help and walk them through the necessary process.