Government

B.6 - A - Provide better services at lower cost

Provide better services at lower cost

Government Icon Most everyone would agree that the primary mission of government agencies and offices, especially on the local and state levels, is to serve the needs of the public. In addition, there is always pressure from taxpayers for government to spend less money — without compromising services.

LivePerson solutions for government entities help them deliver friendly, convenient and easily accessible services to their customers and constituents in the timely, accurate, and efficient way that the public demands. Deflecting costly incoming phone calls and email to live chat or click to call lowers operating costs even as it makes quick work of responding to routine questions and reduces the wait times that can cause so much frustration with government agencies.

B.6 - D - Key benefits

Key benefits

LivePerson for government provides valuable advantages to the interactions between municipalities/agencies and the public:

Efficiency. Responses to the most commonly asked questions can be automated for delivery via chat, email, or content pushed to your website, while other inquires are promptly routed directly to the appropriate desk.
Speed. Because agents can handle more than one request simultaneously, more customers and constituents are helped in less time and at lower cost.
Convenience. Chat, click to call and email options provide welcome alternatives to the frustration of long holds on the phone. Even when their questions require research to answer, they are less troubled by waiting for a response because they know that their requests are being attended to. They can continue their regular activities as they wait.
Discretion. Those who must call from work appreciate interacting with government agencies via chat or email, so they can ask questions and provide information or complaints discretely, without fear of being heard by office-mates.
Privacy. There’s no need to disclose sensitive information like account or Social Security numbers over the phone, where they may be overheard. LivePerson solutions can even bring up this information from your customer
records, so there is no need for the customer to repeat it.

B.6 - E - LivePerson solutions serve government and the public

LivePerson solutions serve government and the public

A wide variety of government agencies use LivePerson solutions to support their constituents. For instance, publicly-funded libraries use live chat to provide librarian assistance to remote patrons, and to help school children with homework. Other agencies use click to chat or click to call to schedule appointments to turn on city-provided utilities such as water and gas service. Many local governments receive all chats or click to call requests to a central location, and rely on skill-based routing to direct the visitor to the right department.

Creating productive connections. Right person. Right time. Right channel.

LivePerson solutions for government help agencies and offices respond to inquiries faster, and in the manner their customers and constituents prefer. This results in lower operating costs, improved service, and higher satisfaction rates.