Businesses know the high cost of an underwhelming customer experience. Organizations engaged in commerce have invested in applications and platforms that provide frictionless, secure customer experiences online or via phone — enabling businesses to build and retain loyalty and to protect sales and growth prospects. In turn, consumers have been conditioned to expect a high level of service in a wide range of interactions, including those with government agencies.
Fortifying trust in government systems
Government agencies can take a page from the private sector playbook, and the timing is critical. Earlier this year, the Pew Research Center reported that trust in the federal government was near historic lows, while other surveys reported greater faith in commercial brands than in government. One way to begin reversing the trend is for government agencies to improve the citizen experience by restoring confidence in a primary mode of interaction: the phone channel.