Achieve Customer Satisfaction Through a More Robust Website Morgan Powers, Assistant Director | Taxpayer Services Division

Difficulties of Communicating Call center Hard to identify trends and technical issues Hold times during peak periods Email Managing shared email boxes Oversight of content, timeliness, accuracy Website Long lists of FAQs Hard to promote information Difficult to update quickly

Communicating 2.0: Revenue Help

Revenue Help

Revenue Help: Searching for Answers

Revenue Help: Searching for Answers

Revenue Help: Searching for Answers

Revenue Help: Searching for Answers

Revenue Help: Submitting a Ticket

Revenue Help: Submitting a Ticket

Revenue Help: Submitting a Ticket

Revenue Help: Submitting a Ticket

Revenue Help: Solving a Ticket

Revenue Help: Solving a Ticket T – Take It A – Answer It T – Tag It R – Redact It S – Submit It

Revenue Help: Solving a Ticket

Revenue Help: Solving a Ticket

Revenue Help: Solving a Ticket

Revenue Help: Customer Satisfaction

Revenue Help: Customer Satisfaction Customer Service Rating Tickets Received Article Views 2015 (Jan – Dec) 96.9% 9,782 159,894 2016 97.3% 13,328 377,670 2017 (Jan – May) 84.8% 25,638 494,251

Revenue Help: Positive Comments “Robert was very direct and helpful with explaining my question and offering solutions while being personable and polite. Thanks!” “The response time was AMAZING! I really liked the carefully drafted response. I appreciate this service! Way to TN DOR! ” “I was very pleased to have received a response to my question so quickly. This was unlike any other state website I have encountered where they offer a response in 5-7 business days. Very refreshing. Thank you.” “The support was outstanding. My questioned was answered quickly. This has by far been the best experience with emailing states. I have sent emails to many states with questions and none have provided such great service.”

Morgan Powers (615) 532-4589 morgan.powers@tn.gov

Alabama Department of Revenue Adding The Zendesk Live Chat & Email tracking Functionality to Your Web Site Via a 3rd Party Call Center Don Graham Alabama Department of Revenue

Zendesk provides helpful resources to assist you in creating your system.

ZenDesk Email Tracking: Revenue Help Center Help Center is the Taxpayer’s first contact with the system. We are currently only live with our Motor Vehicle Division, but plans are to expand it to Income Tax next then beyond to other areas in Revenue. The Help Center allows us to break up the FAQs into the various section, Titles, Registration and MLI to better tailor the requests to the taxpayer’s needs.

ZenDesk Email Tracking: Revenue Help Center Once the taxpayer clicks a link it takes them to the page requested where they can view the various “articles”.

ZenDesk Email Tracking: Revenue Help Center Once in the article the taxpayer has the ability to rate the helpfulness of it or whether he has other questions.

ZenDesk Email Tracking: Revenue Help Center If the taxpayer wished to submit a specific request it funnels him into a form that allows him to provide us with a more structured inquiry.

ZenDesk Email Tracking: Revenue Help Center If the taxpayer would rather chat with us they would click the link on the bottom left of the Help Center page and it will be present for every link clicked for which that function is available.

ZENDESK Chat has Hourly, Daily, Weekly and Monthly analytics built in ZENDESK Chat has Hourly, Daily, Weekly and Monthly analytics built in for the following metrics (It is displayed in graph form by default): ·         Page Views ·         Total Visits ·         Unique Users ·         Number of chats

ZENDESK Chat has Hourly, Daily, Weekly and Monthly analytics built in ZENDESK Chat has Hourly, Daily, Weekly and Monthly analytics built in for the following metrics (It is displayed in graph form by default): ·         Page Views ·         Total Visits ·         Unique Users ·         Number of chats

ZENDESK Chat has real time monitoring ZENDESK Chat has real time monitoring for: ·         Number of chats in queue ·         Wait Time ·         Missed Chats ·         Current Chats ·         Chats Per Agent ·         Response Time ·         Chat Duration ·         Satisfaction Rating

ZENDESK Chat maintains a searchable database of all chats ·         Allows easy review of all chats.

ZENDESK Chat ZENDESK Chat allows you to: ·         Monitor all current visitors to the help center ·         Review previous chats/tickets created by current visitors ·         Start a chat with a current visitor to offer help proactively (not in use) ·         Monitor active chats in real time (not shown) ZENDESK Chat allows you to: ·         Monitor all current visitors to the help center ·         Review previous chats/tickets created by current visitors ·         Start a chat with a current visitor to offer help proactively (not in use) ·         Monitor active chats in real time (not shown) ZENDESK Chat allows you to: ·         Monitor all current visitors to the help center ·         Review previous chats/tickets created by current visitors ·         Start a chat with a current visitor to offer help proactively (not in use) ·         Monitor active chats in real time (not shown)

ZENDESK Support has built in reporting for Ticket Stats(For all tickets) ·         New tickets (Total number of tickets created) ·         Solved tickets (Number of tickets that have been completed or Solved) ·         Backlog (How many tickets that are not closed in ZENDESK Support) ·         Agent Touches (How many times an agent has responded to a ticket) ·         Satisfaction Rating (If enabled) ·         First Reply Time (Average)

ZENDESK Support has built in reporting for Ticket Stats(For all tickets) ZENDESK Support has built in reports for: ·         Help Center Content (shows your most viewed and least viewed help center articles to see what end-users are viewing) ·         Top Searches (shows top searches on your help center and gives an idea of what new articles you may want to include in your help center) ·         Top Agents (Shows the agents that have answered/responded to the most tickets)

ZENDESK Support also includes an "Insight" tool that enables you to custom build reports   ZENDESK Support also includes an "Insight" tool that enables you to custom build reports (Examples Shown are currently in use): ·         First Reply Time (Allows you to see the first reply time broken down by departments) ·         Tickets Created by Department (This shows the email traffic thru the various submittal forms on the help center) ·         Total Tickets Solved (Shows tickets solved for day, week, month, current year)