News and Blog
In order for businesses to deliver increasing value to their customers, they need to understand the customer's needs while offering them a complete digital user experience.
When a business is providing a complete online user experience for their customers, getting the digital self-service platforms to the necessary level of integration is a major objective in improving customer satisfaction.
Digital Self-Service in the Public Sector 2016, one of the UK's largest surveys of its kind, demonstrates the dramatic rate of change expected within public sector online service delivery by 2019.
The City of Wolverhampton Council is on track to save £1.5 million in its Customer Service department through digital self-service delivery.
92% of respondents to a recent GOSS survey recognise that providing Assisted Service is very important or important for delivering services to digitally excluded customers as part of a self-service initiative. But what do we mean by Assisted Service and who needs it?
Six customer focus groups in three days and four locations - it was not going to be the easiest of weeks, but here we go anyway!