Crisis-Ready Action Steps
The recent developments with the coronavirus have caused many organizations to be inundated with phone calls. With the CDC’s phone hold times approaching an hour or more, many are turning to their state, county, and local government for answers.
Regional agencies aren’t staffed for this influx of inquiries from citizens. Digital channels, like web chat and SMS/text messaging, are great options organizations can turn to help with critical communications. Because citizens prefer to use their mobile devices to get information, the ability to use web chat or text messaging gives them what they need.
- Are you getting more calls than you can handle?
- Are you struggling to provide timely and accurate information to your citizens?
- Do you need to provide information during off hours, like evenings and weekends?
Now is the time to take advantage of bots and digital channels. Here’s how digital channels, like messaging and chat, enable organizations to activate successful crisis-ready communications.
1. Provide real-time, 24×7 updates to citizens
Chatbots are used in nearly every industry to help organizations become more efficient, providing a higher level of service with fewer resources. Organizations all over the country that are being overwhelmed by calls are turning to bots to provide their constituents with real-time information. Bots can be used to quickly help constituents who may have questions that can be answered without a person, yet allowing the option to get to a human if needed. Quiq’s bot designer is so straightforward, non-technical employees can modify the bot in real-time.
2. Scale quickly
IVR menus can’t be updated frequently enough to keep up with the COVID-19 developments. Relying on IT resources to make quick-turn updates to your phone system is not possible and results in outdated or inaccurate information being shared. Why not get citizens off hold by updating your IVR to simply add the ability to leave a text message instead of staying on the line. Your employees can handle multiple text messaging conversations at one time versus one phone call at a time. This allows you to quickly scale and improve your level of service. And since people don’t always expect an immediate response on text, your team won’t have to respond right away allowing you to handle incoming surges in traffic.
3. Sending proactive communications
Quiq’s messaging platform also allows organizations to send outbound, two-way conversational messages. Proactive, real-time updates from a credible source instills trust and credibility. If you have the need to broadly share information, consider using text messaging.
4. Deliver consistent and accurate information
Quiq’s messaging platform enables teams to save standard replies, called snippets, that can be easily shared with just a few keystrokes. This means that the same message can be consistently shared across multiple channels through snippets. Updates and changes can be saved at an organization level and made available for the entire team to use.