@parature

Bridging the Gap Between Government and Citizens for Support

Duke ChungCo-Founder, Parature, Inc.

OPEN GOVERNMENT & 21st CENTURY

Citizens Federal GovernmentLearn and become active participants in how the government functions

Create transparency, participation and collaboration

• Customer-centric approach provide easy, multi-channel communication with citizens

• Information-centric approach• Do more with less

Headquartered in Herndon, Virginia40 government offices, 10 federal agencies,

5 system integrators3,000 commercial brandsSupports 50 million end usersProvides award-winning, cloud-based customer

service software6 consecutive years on Inc. Magazine’s 500 | 5000 List

WHO IS PARATURE

WHY DO CUSTOMERS COMPLAIN?

0%10%20%30%40%50%60%70%

66%

35%29%

23%

Source: Aberdeen Group, 2012

POWER SHIFT TO CITIZENS

Citizens are now looking to new service channels before picking up the phone

email knowledgebase

Why other channels?• Long hold times• Multiple contacts to resolve one issue• Inconsistent answers from different people

WHAT THE CUSTOMERS WANT

89%go to an

organization’s website for

answers and information.

70%of customer

decisions begin on search engines.

91%would use an online knowledgebase if it were available and

tailored to their needs.

50%of “How do I …?”

calls and emails could be deflected to self-

service channels accessible through web

support portals.

WHY GO MULTI-CHANNEL?

0%

20%

40%

60%

58%

35%

22%

Source: Aberdeen Group, 2012

YOU’LL NEED A MULTI-CHANNEL STRATEGY

Understand

Adapt

Embrace

Engage

Continuously Adapt

ORGANIZATIONS ARE PLANNING NOW

Voice Self-service

Mobile Web

Mobile Apps

Communities

Live Chat

Social Media

Voice

Email

Self-service knowledge base

0% 10% 20% 30% 40% 50% 60%

21%

25%

28%

29%

36%

38%

44%

45%

52%

Source: Aberdeen Group, 2012

PLANNED IN 12 MONTHS

HOW WE GOT HERE TODAY

Source: SSPA and Wikipedia

• Support channel preferences are evolving 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.

• A combination of channels will be most effective.

Pre- 1995

1996+

2000+

2005+

Phone & Fax Support

Email Support

Mobile

Social Customer ServiceFacebook, Twitter, Other Social Channels

Web ChannelsTicket, Chat, Feedback, Communities

2009+

2012+

Self-Service knowledgebase

MULTI-CHANNEL SERVICE EXPERIENCE

email

Self-service knowledgebaseAgency

fax

in person

Businesses

Citizens

Open Government

• The public needs to feel they can contact the organization if needed

• Most people go to the web to look for phone numbers already

• Submitting online inquiries is becoming commonplace among citizens looking for help

• Responsiveness is important• No one wants their question to get

lost in a black hole

• Provide updates for the status of the issue

CITIZENS GO TO THE WEB FOR INFO

• Information-centric approach

• Always accessible and available 365/24/7 thru on online support portal

• What to include? • FAQs, Policies, Procedures, Downloadable

Forms, Laws, Regulations, Fact Sheets, Updates, News, Etc…

• Don’t worry, it will grow!• Through new inbound questions, you’ll have an

opportunity to harvest new content quickly

• Understand what your citizens are looking for

SELF-SERVICE KNOWLEDGEBASE

self-service knowledgebase

• Provide real-time, personalized response

• Increase staff efficiency• Able to handle multiple interactions at once

• Allows citizens to get immediate help if they can’t find the answer they’re looking for

• Chat is flexible, and can be incorporated throughout your website for a seamless end user experience

• Increase time to resolution• Immediate resolution improves satisfaction ratings

LIVE CHAT SUPPORT

• Monitor and respond via Facebook and Twitter

• Increasing public adoption of social media

• People don’t just use it to connect with friends • Viewed as a direct access channel to organizations

• Public perception is influenced by others

• Create brand ambassadors

• Unanswered questions cause a snowball effect

• Create keyword-based monitoring for actionable issue escalation, as a filter for social noise

UTILIZE SOCIAL MEDIA

• Extend 24/7 self-service to Facebook

• Use the same external support FAQs within your social pages

• The public is comfortable here, don’t send them somewhere else

• Reduce negative comments with a support presence

• Give the official answer, rather than letting others give wrong advice

SELF-SERVICE IN FACEBOOK

• Survey says: • Proactively collect opinions

• Uncover trending issues in support processes

• Provide valuable opinions for the entire agency

• Immediate feedback:• Collect feedback during or right

after any support interaction

• Engage the public in their opinion when they are mentally engaged in a support issue

• Provide a simple, quick way to rate experiences

GATHER FEEDBACK AND COLLECT DATA

INCREASE EFFICIENCY

More knowledgebase

content=

Increase customer satisfaction, time

to resolution

Citizens find their answers within a few

clicks

=

Citizens are able to find their own

answers online

=Reduce repetitive inbound phone calls and emails for staff

Drives up to 90% self-service adoption

A 360 degree view:• Metrics provide the roadmap for improvement

• Understand the end user experience

• Report on each step in the support loop to address efficiencies

• Drive customer satisfaction and close costly loopholes

UNDERSTAND YOUR CITIZENS

SUMMARY

• Customer-centric approach provide easy, multi-channel communication with citizens

• Information-centric approach• Do more with less

IT’S WHAT THE CUSTOMERS THINK

80%of CEOs think they deliver a superior

customer experience.

8%of their customers

actually agree.

Parature’s experience with both our Public Sector and Commercial customers has led to our multi-channel support philosophy, with a strong

focus on the end-user experience.

- IBM Corporation

Thank You!

Duke Chung

Co-Founder

sales@parature.com

Parature Corporate

13625 Suite B Dulles Technology Dr.

Herndon, VA 20171

CONTACT US

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