At the AOC Support and Training Unit, we continue to work to make support for public administrations increasingly agile, close and efficient. With this objective, we have incorporated a new contact channel: support chat, designed to facilitate the quick resolution of the simplest queries and incidents.
This new channel joins the two usual channels of attention:
- el web form, ideal for queries that require a more detailed explanation or further work, and
- el phone, designed for those situations where immediate and more direct attention is needed.
A channel halfway between the phone and the form
The support chat was born as a intermediate point between the form and the telephoneOn the one hand, it allows for fast and direct communication with the support team, very similar to a telephone conversation. On the other hand, it maintains the structure and traceability of a form, since the query is registered as a support request.
This allows us to offer a agile response, without the need to make a call, and at the same time guaranteeing adequate follow-up of each query.
See the same thing the user sees, with their consent
One of the main new features of the support chat is that, if the user authorizes it, the agent can see their screen. This functionality greatly facilitates incident resolution, as the support team can better understand the context of the problem and see exactly what is happening.
This allows:
- reduce misunderstandings,
- avoid long or confusing explanations, and
- resolve queries more quickly and effectively.
More options to adapt to every need
With the addition of chat, we expand the options so that each administration can choose the channel that best suits each situationWhether by phone, form or chat, the objective is the same: to offer close, efficient support aligned with the real needs of users.
We will continue to evolve support channels and tools to continue improving the service experience in public administrations.
