The document discusses how government agencies can improve communication and support for citizens through a customer-centric, multi-channel approach. It recommends providing easy access to information through multiple channels like web, social media, live chat and self-service knowledgebases to better engage citizens and improve efficiency with fewer resources. The goal is to make it easier for citizens to get answers and support while increasing customer satisfaction.
A review on the relevance of Forums in Social Media Marketing and current trends.
A discussion on product development, consumer research, crowdsourcing, ethics, and the new trust framework.
Tips on setting up your own forum and becoming influential.
Includes examples from Dell, Gaia Online, and Royal Caribbean Cruises.
2010 ISAP Conference 2010 Using Internet and Social Media in Immigrant Settle...settlementatwork
Slides from Marco Campana's workshop at the 2010 ISAP conference, focusing on use of social media in the non-profit community-based immigrant services sector in Ontario, Canada.
A review on the relevance of Forums in Social Media Marketing and current trends.
A discussion on product development, consumer research, crowdsourcing, ethics, and the new trust framework.
Tips on setting up your own forum and becoming influential.
Includes examples from Dell, Gaia Online, and Royal Caribbean Cruises.
2010 ISAP Conference 2010 Using Internet and Social Media in Immigrant Settle...settlementatwork
Slides from Marco Campana's workshop at the 2010 ISAP conference, focusing on use of social media in the non-profit community-based immigrant services sector in Ontario, Canada.
Digital Engagement: 5 Steps to Build, Analyze & Measure Your Digital Engageme...SnapApp
In today’s digital world, customers and fans demand engagement across channels; but most companies still struggle with a comprehensive strategy that combines the content, involvement & acquisition tactics required to do so. See examples that any business can use to build a strategy that fuels growth.
Social Media: How it Fits Into Your Customer Marketing and Retention Strategy...VIPdesk
Social Media: How it fits into your customer marketing and retention strategy
Geoff Nelson: Partner, Ivy Worldwide
Nick White: Partner, Ivy Worldwide
Social media—what is it and why is it important to your company
When, where, and how to engage the right forms of word of mouth marketing
What to do and not to do when communicating with customers via social media
Successfully organizing and executing a customer-centric social media plan
One of several Broadband Boot Camps hosted by University Wisconsin-Extension Broadband & E-Commerce Education Center. Oct. 14.2015
Handouts include: Kotter's 8 Steps, Kotter's 8 Steps in Action (Case Study, Marathon County), evaluation, Broadband Opportunities Council executive summary, Federal Broadband Funding Guide (2015).
Making Event Participants More Successful with Social Media Toolsmcdavis7
It’s common knowledge that nobody is raising money through Twitter or Facebook, right? Wrong. Several organizations have successfully increased their event revenues by giving tools their participants to reach out to donors via social media. This session will review statistics and summary recommendations from a research project jointly developed by Blackbaud and Charity Dynamics to understand how social networking tools from Facebook, Twitter and YouTube can extend Friends Asking Friends and raise more money for your fundraising events.
Your brand isn’t just what you say it is. It’s also about what your employees, customers, prospects, competitors, and world at large say it is.
As we like to say, a brand is the sum of all conversations, and in the fast-moving and dynamic world of social media, you want to have a handle on how your brand is being perceived out there.
Knowledge360 helps you get better grip on your online brand. In other words we provide you “Social Branding” solutions.
Online communities have moved to the top
of the strategic marketing and customer
care agenda at many organizations. A study
conducted by Demand Metric “Online
Communities: Driving Customer Engagement
& Influencing Revenue” (September 2014)
revealed that building an online community is a
top priority. Two-thirds of companies surveyed
have online communities and among those that
don’t there is a trend to consider building one
in the future. Additionally, among those who
have online communities, the reported benefits
include a better understanding of customer/
prospect needs, a more loyal customer base,
better customer perception of the brand, and
improved customer support quality. All of
these strategic initiatives are powered by digital
engagement using online communities. But
despite the strategic focus, turning these “top
priority” initiatives into functional and successful
business activities is unfamiliar territory for many
organizations.
One major stumbling block? Turning the
sometimes fuzzy and hard-to-grasp-and-explain
benefits of an online community into a business
case; a proposal which clearly demonstrates the
value of the community to the organization’s
bottom line.
Marketing and customer care leaders are often
the first to recognize the need for an online
community, and may take the lead on creating
one. But if the project begins by acquiring a
software platform prior to developing a business
case, the success of the online community
is already in jeopardy. The time, effort and
cost required to retrofit or replace a software
platform which did not fulfill the organization’s
real business needs -- or deliver the necessary
bottom-line results -- has killed many an online
community initiative. Building a business case
for your online community is essential to its
long-term success. This short but detailed report
covers the crucial steps to building a persuasive
business case -- the roadmap for building a
successful online community.
This report draws on Leader Network’s many
years of online community strategy, best
practice and implementation experience, and
in-depth interviews with eight successful online
community leaders with real-world examples
to back up their suggestions and advice.
NTEN / Blackbaud co-hosted webinar discussing the results of a recent white paper published by Blackbaud, SmallAct and NWF discussing the value of a social influencer.
Finding warm bodies to meet your recruitment goals may be a relatively easy task. But finding the right mentors can be very difficult. Developing an effective recruitment strategy takes creativity, flexibility, innovation, and a good amount of brunt work. This month's webinar will focus on several key practices recommended in the field, including marketing tools, messaging, analyzing data, the importance of partnerships, and the establishment of a sound recruitment plan. Friends for Youth's Mentoring Institute Program Director Sarah Kremer and Recruitment Specialist Jonathan Cowgill will also share some best practices and our own program's recruitment experiences.
Join us as we navigate what works and what doesn't work as you start your fall mentor recruitment campaigns!
Organizations are doing great advocacy and fundraising work in a variety of channels -- online, offline, and everywhere in between. With an integrated approach, all that work can add up to more than the sum of its parts, but figuring out where to focus can be frustrating.
Join Avalon Consulting and Change.org to learn the five critical strategies that will help integrate your efforts and drive the most value from your direct marketing work across all your channels, including:
* Welcoming new supporters and capitalizing on first-time donors
* Cross-channel integration best practices
* Testing and tracking multichannel efforts
Digital Engagement: 5 Steps to Build, Analyze & Measure Your Digital Engageme...SnapApp
In today’s digital world, customers and fans demand engagement across channels; but most companies still struggle with a comprehensive strategy that combines the content, involvement & acquisition tactics required to do so. See examples that any business can use to build a strategy that fuels growth.
Social Media: How it Fits Into Your Customer Marketing and Retention Strategy...VIPdesk
Social Media: How it fits into your customer marketing and retention strategy
Geoff Nelson: Partner, Ivy Worldwide
Nick White: Partner, Ivy Worldwide
Social media—what is it and why is it important to your company
When, where, and how to engage the right forms of word of mouth marketing
What to do and not to do when communicating with customers via social media
Successfully organizing and executing a customer-centric social media plan
One of several Broadband Boot Camps hosted by University Wisconsin-Extension Broadband & E-Commerce Education Center. Oct. 14.2015
Handouts include: Kotter's 8 Steps, Kotter's 8 Steps in Action (Case Study, Marathon County), evaluation, Broadband Opportunities Council executive summary, Federal Broadband Funding Guide (2015).
Making Event Participants More Successful with Social Media Toolsmcdavis7
It’s common knowledge that nobody is raising money through Twitter or Facebook, right? Wrong. Several organizations have successfully increased their event revenues by giving tools their participants to reach out to donors via social media. This session will review statistics and summary recommendations from a research project jointly developed by Blackbaud and Charity Dynamics to understand how social networking tools from Facebook, Twitter and YouTube can extend Friends Asking Friends and raise more money for your fundraising events.
Your brand isn’t just what you say it is. It’s also about what your employees, customers, prospects, competitors, and world at large say it is.
As we like to say, a brand is the sum of all conversations, and in the fast-moving and dynamic world of social media, you want to have a handle on how your brand is being perceived out there.
Knowledge360 helps you get better grip on your online brand. In other words we provide you “Social Branding” solutions.
Online communities have moved to the top
of the strategic marketing and customer
care agenda at many organizations. A study
conducted by Demand Metric “Online
Communities: Driving Customer Engagement
& Influencing Revenue” (September 2014)
revealed that building an online community is a
top priority. Two-thirds of companies surveyed
have online communities and among those that
don’t there is a trend to consider building one
in the future. Additionally, among those who
have online communities, the reported benefits
include a better understanding of customer/
prospect needs, a more loyal customer base,
better customer perception of the brand, and
improved customer support quality. All of
these strategic initiatives are powered by digital
engagement using online communities. But
despite the strategic focus, turning these “top
priority” initiatives into functional and successful
business activities is unfamiliar territory for many
organizations.
One major stumbling block? Turning the
sometimes fuzzy and hard-to-grasp-and-explain
benefits of an online community into a business
case; a proposal which clearly demonstrates the
value of the community to the organization’s
bottom line.
Marketing and customer care leaders are often
the first to recognize the need for an online
community, and may take the lead on creating
one. But if the project begins by acquiring a
software platform prior to developing a business
case, the success of the online community
is already in jeopardy. The time, effort and
cost required to retrofit or replace a software
platform which did not fulfill the organization’s
real business needs -- or deliver the necessary
bottom-line results -- has killed many an online
community initiative. Building a business case
for your online community is essential to its
long-term success. This short but detailed report
covers the crucial steps to building a persuasive
business case -- the roadmap for building a
successful online community.
This report draws on Leader Network’s many
years of online community strategy, best
practice and implementation experience, and
in-depth interviews with eight successful online
community leaders with real-world examples
to back up their suggestions and advice.
NTEN / Blackbaud co-hosted webinar discussing the results of a recent white paper published by Blackbaud, SmallAct and NWF discussing the value of a social influencer.
Finding warm bodies to meet your recruitment goals may be a relatively easy task. But finding the right mentors can be very difficult. Developing an effective recruitment strategy takes creativity, flexibility, innovation, and a good amount of brunt work. This month's webinar will focus on several key practices recommended in the field, including marketing tools, messaging, analyzing data, the importance of partnerships, and the establishment of a sound recruitment plan. Friends for Youth's Mentoring Institute Program Director Sarah Kremer and Recruitment Specialist Jonathan Cowgill will also share some best practices and our own program's recruitment experiences.
Join us as we navigate what works and what doesn't work as you start your fall mentor recruitment campaigns!
Organizations are doing great advocacy and fundraising work in a variety of channels -- online, offline, and everywhere in between. With an integrated approach, all that work can add up to more than the sum of its parts, but figuring out where to focus can be frustrating.
Join Avalon Consulting and Change.org to learn the five critical strategies that will help integrate your efforts and drive the most value from your direct marketing work across all your channels, including:
* Welcoming new supporters and capitalizing on first-time donors
* Cross-channel integration best practices
* Testing and tracking multichannel efforts
Fundraising Trends and the Next Generation of Canadian Giving hjc
Fundraising Trends in 2013
Michael and Danielle focussed on fundraising trends such as social media, mobile, and crowdfunding and other can’t-miss insights from the 2013 Next Generation of Canadian Giving study.
It is imperative thought that a social media strategy be put in place before a single post or tweet goes out because you must first answer the question “why are we on Twitter/Facebook/YouTube?” If you can’t describe your Facebook page addresses an overall communications objective then you’re not yet prepared.
This presentation, created for the 2011 Minnesota Recreation and Park Association Annual Conference, will hopefully help you build a foundation for engaging online communities and provide you with some useful tools for managing your organization’s social presence.
Presentation notes from the Frocomm Social Media Bootcamp, June 2009, Sydney presenters were Brian Giesen and Graham White from Ogilvy 360 Digital Influence
The Future of Conversational Messaging Isn’t Social, It’s Digital, Paul SweeneyAlan Quayle
The Future of Conversational Messaging Isn’t Social, It’s Digital – Access, Control, and the Power of Permissions
Paul Sweeney, EVP Product at Webio Ltd
TADSummit EMEA Americas 2020
Facebook, Apple, and Google seem to have a runway down which it almost seems inevitable that they will control the access point to your customers. Facebook’s messaging will be cross-app very soon creating one of the world’s largest telcos at a stroke. Apple with iMessage and ABC (Apple Business Chat) seems set to control access to those customers that actually spend money. Google will double down on RCS and messaging from search and maps. The ring is closing in.
However, there are signs that maybe this does not entirely suit the enterprise. Simple things like being able to control what is being said, when it is sent, and how many tries you can make within any time period, are dictated by the social platforms. Companies that can use a combination of SMS, Rich Messaging, and RCS are seeing a much higher level of engagement and impact in their day to day operations.
Will there be an equivalent with voice interfaces? Will Google and Amazon dictate how, when and where you will be able to interact with your customers? Or maybe there will be a third way, one where independent intelligent assistants sitting behind existing phone infrastructures will facilitate the kind of degrees of strategic freedom that are required in a post social platform world.
The trends in the UK around social media and mobility are outlined in this presentation. How are companies using it and how does this match what consumers expect and want?
The trends in the UK around social media and mobility are outlined in this presentation. How are companies using it and how does this match what consumers expect and want?
It is imperative thought that a social media strategy be put in place before a single post or tweet goes out because you must first answer the question “why are we on Twitter/Facebook/YouTube?” If you can’t describe your Facebook page addresses an overall communications objective then you’re not yet prepared.
This presentation, created for the 2011 Minnesota Recreation and Park Association Annual Conference, will hopefully help you build a foundation for engaging online communities and provide you with some useful tools for managing your organization’s social presence.
Loyal customers are great for business but creating a customer-for-life requires a concentrated effort on the part of your company. Here are five companies with high levels of customer loyalty to help inspire you to increase satisfaction and retain your existing customers.
Adapted from Tricia’s Customer Service Success Blog. Learn how your company can use Live Chat effectively to improve customer support and the customer experience. Read more of Tricia's blogs at www.parature.com/blog.
Adapted from Tricia’s Customer Service Success Blog. Learn how your company can effectively put customer feedback to improve support functions, develop new products or services, and satisfy customers. Read more of Tricia's blogs at www.parature.com/blog.
How Vision Critical Uses Parature Chat to Shorten Response Times and Decrease...Parature, from Microsoft
Use Chat to Improve Service, Increase Retention Rates & Reduce Costs
Incorporating chat into your multi-channel service offering might be the next most important move you make to differentiate your customer service and improve first contact resolution. Chat is having one of the biggest impacts these days in every sector, for both pre- and post-sales service and here are a few reasons why:
1. In today's world of IM communications, more and more customers simply expect it
2. Users with live chat support are far more likely to come back to purchase more
3. Chat can be leveraged as a way to distinguish different levels of support within your customer base
4. It provides an ideal opportunity for additional revenue by empowering CSRs and sales reps to generate sales leads, increase Web sales conversion rates and boost revenue by inviting prospects or customers to chat with them
Attend this webinar to learn how Vision Critical has leveraged Parature Chat™ to keep average customer response times consistently hovering in the minutes and why their customers regularly cite chat as a key component of their support offering.
For a long time, a company’s commitment to outstanding customer service began – and ended – in its mission statement. This is all changing in a 24/7 connected world.
Your customers are taking to social media channels, like Facebook, Twitter and blogs, every day to recommend brands, provide usage tips, share content, and praise or criticize customer service; all affecting the perception of your brand. These conversations – whether stellar or abysmal – are taking place where they can be ‘heard.’
Join us for this matter-of-fact, no-nonsense webinar to discover:
1. Why – when the world is your competition – is customer service your only sustainable competitive advantage?
2. Why you need to personalize the customer experience or get left behind.
3. Why, with social media, customer service is the new marketing.
4. How to bust the 20 myths of customer service that hold your company back.
5. How to develop a formula to determine the economic value each customer contributes.
6. How to develop a two-way customizable customer service manifesto.
7. How to develop action plans for CEOs, line managers, and customer service reps.
8. How to get your best customers to stay and the harmful ones to leave.
Webinar attendees will learn tactics that enable their organizations to make more money through attitudes, and actions that will help their customers feel satisfied in bad times or good.
Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster t...Parature, from Microsoft
What’s the worst place in an airplane? The middle seat! Why? You’re literally stuck in a rotten place, possibly for a long time, and you can’t do anything about it. Or can you?
Doug Lipp, respected author, speaker and former head of training at Disney University, uses the middle seat as a metaphor for what happens to all of us in life … we get stuck in uncomfortable places. How do you deal with unfortunate situations? When in a situation that you “can’t control,” what options do you actually have?
This entertaining and thought-provoking webinar addresses such topics as:
* Creative Problem Solving
* Work-Life Balance
* Customer Service
* Product Development
Join us for this fun-filled, insightful webinar as Doug addresses everything from life-on-the-road horror stories to dealing with organizational change.
How IGN Entertainment Increased Self-Service Rates to Over 90% Using Parature...
Bridging the Gap Between Government and Citizens for Support
1. Bridging the Gap Between
Government and Citizens for Support
Duke Chung
Co-Founder,
Parature, Inc.
@parature
2. OPEN GOVERNMENT & 21st CENTURY
Citizens Federal Government
Learn and become active Create
participants in how the transparency, participatio
government functions n and collaboration
• Customer-centric approach provide easy,
multi-channel communication with citizens
• Information-centric approach
• Do more with less
3. WHO IS PARATURE
Headquartered in Herndon, Virginia
40 government offices, 10 federal agencies,
5 system integrators
3,000 commercial brands
Supports 50 million end users
Provides award-winning, cloud-based customer
service software
6 consecutive years on Inc. Magazine’s 500 | 5000 List
4. WHY DO CUSTOMERS COMPLAIN?
66%
70%
60%
50% 35%
40% 29%
23%
30%
20%
10%
0%
Time to issue Consistency Cost of Lack of self-
resolution of experience service service
information
Source: Aberdeen Group, 2012
5. 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
6. WHAT THE CUSTOMERS WANT
70% 89% 91% 50%
of customer go to an would use an online of “How do I …?”
decisions begin on organization’s knowledgebase if it calls and emails could
search engines. website for were available and be deflected to self-
answers and tailored to their service channels
information. needs. accessible through web
support portals.
7. WHY GO MULTI-CHANNEL?
58%
60%
50%
35%
40%
22%
30%
20%
10%
0%
To provide service and Changing customer To improve customer
support where expectations engagement
customers are active
Source: Aberdeen Group, 2012
8. YOU’LL NEED A MULTI-CHANNEL STRATEGY
Understand
Adapt
Embrace
Engage
Continuously Adapt
9. ORGANIZATIONS ARE PLANNING NOW
PLANNED IN 12 MONTHS
Self-service knowledge base 52%
Email 45%
Voice 44%
Social Media 38%
Live Chat 36%
Communities 29%
Mobile Apps 28%
Mobile Web 25%
Voice Self-service 21%
0% 10% 20% 30% 40% 50% 60%
Source: Aberdeen Group, 2012
10. HOW WE GOT HERE TODAY
• Support channel preferences
are evolving with each
generation. 2012+ Mobile
• New technology trends can
Social Customer
impact customer service 2009+
behavior. Service
Facebook, Twitter, Other Social Channels
• Understand who your end users
are and determine how they 2005+ Web Channels
prefer to be supported. Ticket, Chat, Feedback, Communities
• A combination of channels will
be most effective. 2000+ Self-Service
Source: SSPA and Wikipedia knowledgebase
1996+
Email Support
Pre- 1995 Phone & Fax Support
12. CITIZENS GO TO THE WEB FOR INFO
• 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
13. SELF-SERVICE KNOWLEDGEBASE
• Information-centric approach
• Always accessible and available 365/24/7
self-service
knowledgebase 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
14. LIVE CHAT SUPPORT
• 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
15. UTILIZE SOCIAL MEDIA
• 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
16. SELF-SERVICE IN FACEBOOK
• 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
17. GATHER FEEDBACK AND COLLECT DATA
• 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
18. INCREASE EFFICIENCY
More
knowledgebase = Drives up to 90%
self-service adoption
content
Citizens are
Reduce repetitive
able to find
their own = inbound phone calls
and emails for staff
answers online
Citizens find
Increase customer
their answers
within a few = satisfaction, time
to resolution
clicks
19. UNDERSTAND YOUR CITIZENS
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
20. SUMMARY
• Customer-centric approach provide
easy, multi-channel communication with
citizens
• Information-centric approach
• Do more with less
21. IT’S WHAT THE CUSTOMERS THINK
80% 8%
of CEOs think they of their customers
deliver a superior actually agree.
customer experience.
- IBM Corporation
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.
22. CONTACT US
Thank You! blog.parature.com
www.facebook.com/parature
Duke Chung www.twitter.com/parature
Co-Founder
sales@parature.com www.linkedin.com/company/parature
Parature Corporate www.youtube.com/paratureinc
13625 Suite B Dulles Technology Dr.
Herndon, VA 20171 www.slideshare.net/parature
www.parature.com/rss
www.pinterest.com/parature
Editor's Notes
`
An “Information-Centric” approach – Moves us from managing “documents” to managing discrete pieces of open data and content which can be tagged, shared, secured, mashed up and presented in the way that is most useful for the consumer of that information.A “Shared Platform” approach – Helps us work together, both within and across agencies, to reduce costs, streamline development, apply consistent standards, and ensure consistency in how we create and deliver information.A “Customer-Centric” approach – Influences how we create, manage, and present data through websites, mobile applications, raw data sets, and other modes of delivery, and allows customers to shape, share and consume information, whenever and however they want it.
We’ve been a leader in the customer service software industry for over 10 years and known as a leader in the industry. Not only do we provide a leading SaaS solution we also support our customers with a world-class support experience. We live our mantra, Customer Service Software that Revolves Around You, our customers. Through our experience not only building the tools but also using them ourselves, we’ve been able to develop a wealth of best practices. Which is why I’m here today, I want to share our knowledge on building a repeatable process to source content for a successful knowledgebase in a multi-channel experience.[SLIDE][45 seconds]
It is crucial for government agencies to adapt to current and emerging citizen engagement methods by embracing a multi-channel support approach that allows the public to reach out via the channel of their choice and (2) allows government agencies to manage multi-channel connectivity efficiently and cost-effectively.
This is a chart demonstrating the industry trends in evolution of customersupport channels. As we all know, the phone has been in use for decades as a customer-support channel and continues to be used still. At the same time, latest technology trends are also driving expectations in customers service. In this day and age, you really have to be able to handle most if not all of these channels for support, and Parature will help you do that.
Let’s define what a multi-channel support experience is. The multi-channel experience is an important part of any service strategy. It defines how your customers look to interact with your company, whether through, for example, web, phone, chat, search, or social. The goal is that the experience for you customers should be consistent regardless of the channel they choose. This is important because it needs to influence how you think about knowledge management. Throughout the next couple of slides, you should be thinking about each channel your customers use to reach out to you, and how delivering content through each of these channel affects what people are looking for, how the content should be formatted and to what audience the content should target.You want to ensure you’re delivering a consistent message but tailoring it appropriately for the channels you support.[SLIDE][1:30]
Full-Service Online Support: For those who cannot find the information they need via self-service content, they can easily submit a help desk ticket, track its progress at their convenience, and receive an automatic email notification when their help ticket is resolved.
Self-Service Online Support: The Parature Portal provides comprehensive and secure 24/7 support presence that matches your agency or department’s unique branding and needs.From the cloud-based support portal, visitors have immediate access to an intuitive and searchable knowledgebase where they can easily access the information your agency wants or needs to provide, including answers to frequently-asked questions, policies and procedures, downloadable forms, laws and regulations, fact sheets, the latest information updates and more.
Increased Efficiency: When the public can find the answers and information they need without contacting a member of your service and support staff directly, it significantly reduces the number of phone calls and emails, increasing productivity.