Pierce County’s experiment with Live Chat software 2014 Licensing Conference

Customer Service Innovation It’s “live” support software.  Live Chat  Moxie Soft  Live Person  Zopim These are ways to interact with website visitors in real time.

Problem: How many people find your phone number through your website and then call you... Encountering a frustrating routing system, Or, get voic because you’re wrapping up a transaction with a customer?

 Bigger Problem: Dropped calls! 2-3 dedicated staff to phones Calls get dropped if more than three calls come in at one time

Solution!  Engage customers immediately  Reduce frustration  Shorten service time  Eliminate phone tag  Drastically reduce inquiries

How? Offer a Chat button to connect customers to a staff member

Green toggle gets attention.

Currently in Use  District Court  Assessor-Treasurer’s Office  Auditor’s Elections Division

Future Plans  Licensing – Recording Division  1,000 calls a week.  Dedicated two-three staff members to answer phones.  Continue to drop calls each week.  We hope to eliminate dropped calls!

Why Live Chat?  It’s inexpensive!

Why Live Chat?  It’s easy administration

Why Live Chat?  Screen Options

Why Live Chat?  Call distribution – can provide topic options

Why Live Chat?  It’s compliant with the public records act.

Benefits  Customer service auditing tool.  It provides opportunity to pre-screen answers to your most common questions.  Since writing has no inflection, you’ll want to take care that your responses reflect the tone intended.

Canned Answers  Office Hours and Location  The Office of the Pierce County Assessor-Treasurer is open Monday through Friday from 8:30 AM to 4:30 PM. We are located at 2401 South 35th Street Room 142, Tacoma WA Our customer service staff would be happy to assist you should you decide to come visit us. Is there anything I can do for you in the meantime?  Tax Due Date  Property Taxes are due in halves April 30th and October 31st in most circumstances. A postmark on or before those dates is acceptable. I'd like you to take a look at your property information on our website (click here and enter your parcel number: to double check your parcel's due dates. The due dates and current amounts due display under the taxes/values tab. Is there anything else I can help you with today?  Mailing Address  The mailing address for property tax payments is PO Box 11621, Tacoma WA Did you have any more questions for me today?  Checks Payable To?  Please make your check payable to Pierce County. Thanks! Did you have any more questions for me today?

Additional Benefits?  It provides stats  how many calls were taken  length of call.  Cuts out the middleman.  No more forwarding s to the proper department.  Noticeable drop in contacts.  Can juggle as many as four callers at once!

Cool Features  Allows staff to invite co-worker to hand off caller for breaks or lunch.  Provides the option for a Chat survey. Post Chat Survey Comments: Linda quickly answered my questions. Satisfaction: 5 Knowledge: 5 Ease: 5

Questions?