implementing parature, by microsoft webinar presented by infostrat
TRANSCRIPT
Implementing Parature
Jim [email protected] 202.364.8822 x109
Delivering better/ faster / lower cost / exceptional experiences.
2
Agenda Introduction Parature at a Glance Service Trends in Government Demonstration Steps to Implement
The Fast Pace Evolution of Customer Service
Pre 1995Phone
Support 1996-2000
Email Support
2001-2004Web
Self-Service
2005-2007Web Channels
Ticket, Chat, Feedback, Communities, Search
2008-2009Mobile
Support
2010+Social Customer
ServiceFacebook, Twitter,
YouTube, Other Social Channels
Support channel preferences are radically changing with each generation
New technology trends can impact customer service behavior
Understand who your end users are and determine how they prefer to be supported
67%Of consumers use web self-service to find answers to their questions.
45%Of consumers who prefer to use a mobile device to access customer service information.
70%Increase in use of social channels for service – with an average response time of 5 minutes or less.
Self-Service
SocialMobile
Delivering Modern Customer Service with Parature
Parature at a Glance
The Parature Cloud ServiceSocial
Live Chat Surveys &Feedback
Self Service Portal
Knowledge Management
• Consistent Messaging• Combine Silos• Accessible to all
Self Service Portal
• Reduce repetitive inquiries
• Drive down support costs
• Provide 24/7 Support
Multi Channel Engagement
• Continuous communications• Precise engagements• Unified support channels
Knowledge Management
Case Management Platform
Agent
Email Mobile
Solving problems for your internal/external customers, offices, constituents, & colleagues
Parature SupportsParature helps government agencies achieve multi-channel customer service goals.
Customer-Facing Agent Service Desk
Reporting
External Internal
Service Trends in Government
Agencies are centralizing around the concept of “no wrong door” for engagement
Utilizing the knowledge foundation, agencies are focusing efforts on self-service channels first to limit resources needed to serve
Growth of new channels allows agencies to shift engagements to less costly interactions and using integrated solutions they can streamline channel scaling
Agencies are focusing on driving consistency at each touch point regardless of the chosen channel
Challenge: Agencies require integration not only to multiple channels for citizens but also other agencies.
Customer Success StoryThe Dept. of Commerce and SBA Streamline Digital Services Delivery Across Agencies
Customer Success Stories
“A product of collective thoughts and inputs from agencies who have pledged their commitment to making BUSA a one-stop shop for everything related to business in the USA ”
“No Wrong Door” Approach
Consistent self-service across federal agencies
Responsive design - any device, any place
Collaboration across 22 agencies to service businesses and
entrepreneurs
Streamlined digital services
Mobile Nation for the People by the People
Adopting technologies that promote self-service consumable via mobile devices and tablets
By not treating mobile as an individual channel but as a citizen touch point, agencies can create a richer experience
Agencies are optimizing their web support portal experience for todays mobile citizen
Challenge: The Digital Government Strategy pushed agencies to adopt mobile engagement strategies and deliver at least two high priority customer facing services by 2013.
Leverage IT Simplicity for Employee and Citizen Satisfaction
Drive efficiencies by servicing citizens where they prefer to engage and interact with consistent self-service content
Adopt new media channels to facilitate citizen feedback
Leverage cloud software to provide more flexible solutions with less internal bandwidth
Challenge:58% of government executives are now using social in some capacity. Agencies want citizen engagement and feedback.
Customer Success StoryDefense Finance and Accounting Service (DFAS) Extends Support on Facebook
Customer Success Stories
“We’ve been focused on finding ways to enhance customer service and improve communication with military retirees over the past two years”
Improved tracking and operational efficiency by moving away from email
based supportDFAS Facebook is supporting over 90,000 fans and content has been viewed more
than 17,000,000 timesDFAS has on an average made over 260
posts and resolved over 2,500 issues with an average turnaround time of less than 2.5
days. Additionally, DFAS has uploaded
instructional videos which have been viewed over 173,000 times.
Facebook and YouTube are used to push urgent information like updates to the
myPay log-in
Engage Socially with Parature
Filter posts by keyword
Choose a source (FB, Twitter, etc)
Tag posts for easy
organization
Sort by date
Post through different
social profiles (Support,
Marketing, etc
Create tickets for follow-up
work
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Steps to Implement Call InfoStrat 202.364.8822 Pilot Program Worksheets and Templates Prioritize and Schedule Channels Refine Business Processes
Ques
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