A Simple Way to Improve Service While You Cut Costs.

THE PROBLEM
Population growth is increasing the pressure on council resources. At the same time your community expects higher levels of service from their council.

Research shows that 72% of people prefer to use an organisation’s website to answer their questions, but only 52% of them can find the information they need*. Residents who can’t find the answers they’re looking for will often contact you via a more expensive channel, increasing the pressure on your resources.

*Leggett, Kate – “Navigate the future of customer service” – Forrester, Jan 30, 2012

Ragsdale, John – “The state of unassisted support 2012” – TIA Technology Insight, July 1, 2012

THE SOLUTION
CouncilCX allows your residents to find the information they’re looking for, request services and resolve issues from any device. It empowers your residents with easy-to-find answers to their most common questions, reducing call centre workloads and costs.

A decade’s experience has demonstrated that users of our CX solutions typically benefit from a reduction in calls of up to 30%.

A Seamless Addition to Your Current Site.
CouncilCX doesn’t require a site ‘rip-and-replace,’ just a few lines of code added to your existing web pages. The team at Ideqa will take care of configuration, assist you with populating your FAQs, and provide full training.
CouncilCX will:
  • Improve the service experience by providing immediate assistance online.
  • Provide reports to identify knowledge gaps.
  • Increase agent productivity and first contact resolution.
  • Reduce contact centre costs.
  • Work with all common content management systems.
  • Support all device types – desktop, tablet, smartphone.
  • Provide peace of mind: CouncilCX is powered by Oracle Service Cloud.
3 Easy Steps to Empower your Customers
council-cx-infographic
Two Further Ways to Boost Service Efficiency.
These two powerful, complementary solutions provide further service channels and greater cost benefits.
EMAILCX

Provides answers to common questions automatically, improving customer experience and reducing the number of emails to your contact centre.

CHATCX

Delivers exceptional customer service through real-time online chat between residents and your support agents.