For any brand, organization or government agency, serving and supporting customers and potential ones with real-time information and online assistance must become and remain a priority. If you’ve ever used the search engines or went directly to an organization’s website to get an answer to a question or information about a timely issue, you know the frustration of finding limited or dated information, especially if you’ve already attempted to reach out via another channel.
I personally experienced this recently with a state’s DMV support offering. I was looking for information on transferring an automobile’s title from two individuals’ names to one, which I perceived would be a commonly-asked question. First, I used the search engines to find my answer. Then I went to the agency’s website and looked through the information presented there.
Not finding the answers I needed, there was unfortunately no live chat or other immediate support offering available, so I called the state’s DMV support line several times. After waiting on hold for an extended period each time, I received the automated message that call volumes were extremely high and was directed to either look on their website or call back at another time; and then my call was promptly disconnected. Let me tell you, that’s not a happy moment for any customer. Read More