Laserfiche WebLink
civicplus.com 52 <br />Conversations <br />OMNICHANNEL <br />COMMUNICATION INBOX <br />Improve and Simplify Resident <br />and Local Government <br />Engagement <br />Today’s local government communicators are <br />faced with the challenge of managing and <br />monitoring a fragmented and expanding number <br />of resident communication channels. <br />With residents now using email, phone, text <br />messaging, social media, chatbots, web forms, <br />and traditional office drop-ins to ask questions, <br />make requests, and share concerns, staff <br />members are left struggling to respond to every <br />inquiry and do it in a way that ensures the <br />highest quality customer service experience. <br />We believe resident communication is a key part <br />of a positive and frictionless civic experience for <br />both residents and local government difference- <br />makers. Conversations from the SeeClickFix <br />311 CRM is a omnichannel communication tool <br />designed to improve and simplify resident and <br />local government engagement. Inbound resident <br />messages from email, text, in-person, and digital <br />media channels are consolidated into a single <br />interface for rapid outbound response. Resident <br />communication histories are documented at <br />the individual profile level to facilitate optimal <br />service interactions. Flexible internal processes <br />and tools can be configured to ensure better <br />service and more efficient internal workflows. <br />Communication Aggregation <br />A single interface for all resident communications that <br />allows you to intake and manage messages <br />Frictionless Interactions <br />Respond to each message with personalized comments to <br />develop an engaging interaction with your residents <br />Flexible Internal Configurations <br />Organize and prioritize all communications and correspond <br />internally with other members of your administration to <br />ensure that the right information reaches the right person <br />Expedited Issue Resolution <br />Internal commenting functionality enables inter- <br />departmental collaboration and supports accelerated issue <br />resolution <br />Resident Records <br />Every inbound communication via email or SMS creates a <br />resident record to track and manage all correspondence <br />specific to each resident <br />Tracking and Visibility <br />Track team member responsiveness, create KPIs, and <br />monitor processes to hold teams accountable for providing <br />high-quality resident service delivery