Background

Better Relationships with the Residents

  • Goal

    We are trying to solve the communication problem between the customers and the organisations. Today, customers are offered a very limited options to communicate with the organisations; usually either through a call center or webforms. We want to change that because there are many occasions that customer needs to communicate the employees directly; cabin crew, room service, shuttle driver, sales assistant in the nearest retail shop etc. We achieve this by offering alternative channels such as persistent chat, callback requests, emails, surveys and visual company structure in a very practical way.

    Using this new approach, we would like to shift the customer engagement channels from voice and webforms into persistent chat and callbacks. We also aim to bring employees outside the Customer Service organization into the customer engagement model without disrupting their day-to-day tasks.

  • Tools

    We offer a NoTime Mobile app for the customers so that they can engage with multiple organisations using the same app. We offer organisations to build their own customer experience interfaces visually to help their customers to access the exact team that will solve their problem. NoTime app offers customers, direct mobile call to the exact team, voice or video over IP, persistent chat, email to the exact team while the team email address is hidden, request callback and send tweets to each team.

    We also provide NoTime Partner app so that employees who are on the move can respond to chat and callback requests. They can also login as a call center agent and receive customer calls through their mobile phone line (Cisco call centers only).

  • Omnichannel

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  • Surveys

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Many people working in Public Services to serve residents. Better collaboration channels help the overall experience

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Background

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