How the State of Indiana cut annual customer service costs by $200,000 using chatbots
August 31st, 2021 – 12 PM EDT
TRUSTED BY CITIES AND STATE AGENCIES ACROSS NORTH AMERICA
TRUSTED BY CITIES AND STATE AGENCIES ACROSS NORTH AMERICA
Customer Spotlight
Starting and running a business is a bureaucratic process. Business owners often have to interact with multiple departments of their local, state, and sometimes even federal government to ensure that their business has all the right certifications, licenses and registrations to operate legally. And if they want to avail of benefits that they might be eligible for, then that means a whole bunch of extra paperwork to fill out. To make these processes easier, the State of Indiana setup INBiz, a one-stop online portal that lets business owners in the state access the services they need to set up and run their businesses. Of course as with any online portal, INBiz found that they received tens of thousands of customer service queries from customers who needed help navigating the portal and making sense of the “government-ese” on the pages. In this session we’ll explore how INBiz alleviated the burden of these queries using chatbots and in the process saved $200k in annual customer service costs.
Customer Spotlight
Starting and running a business is a bureaucratic process. Business owners often have to interact with multiple departments of their local, state, and sometimes even federal government to ensure that their business has all the right certifications, licenses and registrations to operate legally. And if they want to avail of benefits that they might be eligible for, then that means a whole bunch of extra paperwork to fill out. To make these processes easier, the State of Indiana setup INBiz, a one-stop online portal that lets business owners in the state access the services they need to set up and run their businesses. Of course as with any online portal, INBiz found that they received tens of thousands of customer service queries from customers who needed help navigating the portal and making sense of the “government-ese” on the pages. In this session we’ll explore how INBiz alleviated the burden of these queries using chatbots and in the process saved $200k in annual customer service costs.
About the speaker
About the speaker
Slide deck
What our customers say
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— Lindsey Roark Mayes, Director of SOS IT (State of Indiana)
Implementing a chatbot revolutionized our customer service channels and our service to Indiana business owners. We’re saving an average of 4,000+ calls a month and can now provide 24/7/365 customer service️ along with our business services.