5 Tools Transforming Government Customer Service. Susie Adams CTO, Microsoft Federal

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1 5 Tools Transforming Government Customer Service Susie Adams CTO, Microsoft Federal

2 Government s perception of customer service 65% of federal managers say their organization goes above and beyond to deliver a customer experience tailored to the users unique needs* 67% say their organization s service is on par with that of the public sector *Government Business Council, The Path to Customer-Centric Service Report, 2015

3 Customers perception of government service Satisfaction overall with service is at an eight-year low 64.4 satisfaction rating out of a possible 100 In a cross-industry comparison, only internet service providers rank lower Customer service specifically rates 75 out of 100 Down 5 points from 80 where it s stood since 2012 *American Consumer Satisfaction Index Report, 2014

4 What s Causing the Drop in the Polls? Press isn t helping Customer expectations are increasing Good is no longer good enough

5 Customers expect the right answers 98% say getting a satisfactory answer or being connected to a knowledgeable customer service agent is key to a great customer experience American Express Global Customer Service Barometer

6 Customers expect more convenience Channel Use and Preference is Changing As more communication channels for customer service interactions become available and adopted, it is more important than ever to satisfy customers' expectations for pain-free service. 80% 60% 40% 20% 67% 76% 73% 73% 58% 68% 43% 58% % 37% Kate Leggett, Forrester Research, Channel Management: Core to Your Customer Service Strategy, % Self-Service Telephone Chat Twitter Source Forrester Business Technographics Global Networks and Telecommunications Survey 6

7 Customers expect cross-channel consistency Chat Social Mobile Website

8 5 Tools to Transform Government Customer Service

9 1. Knowledge Serves as the foundation for multichannel, omnichannel support Makes new agents and all employees SMEs, reduces training time Increases first contact resolution Delivers consistent answers across agents, departments and channels

10 2. Self-service The new most-preferred channel 92% of U.S. consumers expect a self-service support portal* Deflects a high volume of FAQs from phone and , saves $$ Best from rest: searchability, organization, assisted service accompaniment, information quality, mobile-responsive, portablity *Microsoft State of Multichannel Customer Service Report, 2015

11 3. Chat Cost-efficient assisted service accompaniment to selfservice Satisfaction rates second only to telephone* Can be used both reactively and proactively Plays to customers desire for convenience and next-gen engagement expectations *Forrester Research, Chat Solutions for Customer Service, 2015

12 4. Social media Best way to differentiate Provides real time feedback Early warning system for trending issues Proactive information delivery, accurate responses increase trust and positive public perception

13 5. Voice of the customer We all get feedback, but do we use it? Provide an outlet for customers or someone else will Keep surveys short Tell your customers and the public that you ve listened and have taken action

14 5 transformational tools, one toolkit Social Start with Knowledge Empower employees with the right knowledge, plus ability to create, adapt Live Chat Mobile Self Service Portals Deliver Self-Service Empower customers with Knowledge Management Surveys & Feedback the right knowledge at the right time Agents Service Desk Extend across Channels Customer Interactions Deliver current, consistent knowledge at the right time on the right channel

15 Transforming government customer service Personal. Establish empathy, understanding and advocacy across your customers and employees. Productive. Boost consumer and employee productivity with quick access to consistent and organized information. Proactive. Empower consumers with intelligent and guided self-service processes accessible 24/7. Consistent. Leverage consistent engagement across all channels for precise and personalized support.

16 Get out in front 76% of consumers view customer service as a true test of how much a brand or organization values them* Listen and act on the poll results Develop a customer-focused culture Promote the great in government customer service *Aspect Consumer Experience Survey, 2015

17 2014 Microsoft Corporation. All rights reserved.