How do you serve clients after hours?
Our clients are often up against challenges that don't have a 9-5. One question we recently addressed with our technology is: How do we let them know that the state supports them even though it might be after 5 PM? In a world of on-demand everything, clients may not know service hours or the limitations of automated systems.
We assume there will be questions or hurdles because our process is not perfect so we have a reserved keyword they can text in: "support".
- We level with them: We let them know when we are closed and set expectations about response time.
- We provide the capability for the robust safety net, automated response, public servants, or nonprofits like us :) to pitch in.
Our CRM interface visualizes automated responses from our system based on a process we have collaborated with public servants to provide.
But sometimes a client has a specific question and it is after hours, so we manage expectations about response time with this message.
First thing in the morning, when our Operations Associate, Kate signs on, she replies accordingly.
The end result is informed clients with more answers than questions.
