As part of its ongoing commitment to improving citizen satisfaction, Hornsby Shire Council set its sights on modernising its customer service strategy with a cloud-based knowledge management solution. The council wanted to consolidate its knowledge into single, searchable location that would empower agents to rapidly deliver accurate and consistent information – shortening Average Handle Time (AHT) and minimising the need for repeat calls.
The ideal solution needed to be:
- Easy-to-use and learn
- Highly responsive, with search results available immediately
Hornsby Shire Council evaluated a range of solutions and vendors, and it quickly found that livepro stood out from the competition. The livepro platform proved to be so intuitive that initial training took a matter of minutes, and the solution was up and running in less than a week – without any disruption to the organisation’s existing systems or ongoing operations.