How conversational marketing can positively impact your local authority

This blog was written for Click4Assistance and originally published on 2020/08/06. ↗️


Local authorities manage a lot of customers, so your customer service software solutions and chat box for website need to tick a few boxes, such as productivity, efficiency, security, seamless features and automation. All of these should be provided seamlessly from any customer service software solution, such as Click4Assistance. Today, we’re going to look at how using conversational marketing like a chat box for website can improve your local authority’s customer service experience and your team’s productivity, while maintaining the required standards for security and GDPR in the UK.

Conversational marketing does not mean much to a lot of people, but it means a lot to those who work in customer service and communications. While some may think that it’s a brand new 2020 technology, conversational marketing and technology has been around for a few years. The one we have all interacted with at some point has been Apple’s Siri. Siri has become the nominated conversational marketing poster child, leading the way in how we interact with technology today, and how we can use it to improve efficiency in our daily lives. But what about in business? How can conversational artificial intelligence like Siri be useful for a local authority?

As stated earlier, local authorities like yours have a lot of incoming communication traffic, and sometimes managing that traffic can be cumbersome. This is where Click4Assistance’s chat box for website can help. Live chat is a technology that we are all very familiar with and is one of the main ways people prefer to communicate with a company, as it is much faster than picking up the phone and staying on hold indefinitely while awaiting the next available agent.

It’s time to automate

What happens when you have too many people waiting in your live chat queue? While live chat is a better alternative to phone calls for local authorities, customer service agents can only speak with a limited number of customers at a time. What happens when someone has a question during out of office hours? Do they just return at another time or leave a message that may get answered the next day? What if they could get an answer right there and then? This is where Click4Assistance’s artificial intelligence chatbot and form-bot come in to save the day.

Artie, the AI chatbot, can speak with an unlimited number of people simultaneously, is always available on your website to respond to incoming customers and does not get sick, making him one of the best customer service team members for your local authority. He can answer basic questions without human intervention, taking that work load off of your customer service staff.

Coni, the AI form-bot, can assist customers by asking a series of questions, helping them navigate their issue before it escalates to a human customer service agent. By using Coni, your customer can often find a resolution on their own, or if they still need to speak with a human customer service agent, the agent will already have some background information that the customer provided, shortening the time needed for resolving the issue.

Click4Assistance, the best chat box for website

Click4Assistance has been working with local authorities just like yours for over 15 years, so you know that Click4Assistance is the best live chat software in the UK. With complete 256-bit encryption in transit, full GPDR compliance, and the entire operation based in the United Kingdom, you can rest assured that your data is safe and secure. Click4Assistance continues to provide a robust, secure solution by consistently maintaining cybersecurity best standards and practices.

The Click4Assistance dashboard is accessible remotely from any PC or laptop with a Chrome browser, allowing your team to work remotely but safely as the encryption makes it as safe as a payment page. Now that your customer service team has the full suite available on a customisable dashboard, they will save the time spent switching applications, and benefit from a much more streamlined workflow, making them instantly more productive and efficient.

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 2020, give us a call on 08451235871 or send an email to [email protected] 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.

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