Using technology to improve customer service

Weir2010“This service is incredible. It saves me $7.00 in bus fare. Please pass on accolades to whoever set this up!”

This is just one of many positive comments we get from people who take advantage of our live online chats on www.hcjfs.org.

Last week (June 28-July 2) was the busiest since we started offering chats for Medicaid, food assistance and cash assistance customers in March. We conducted 1,007 chats! The previous high was 892 the week of April 5. The average weekly chat number is 770.

Organizations such as National Association of County Human Services Administrators have praised our agency’s use of technology such as live chats to better serve the public. To see the association’s most-recent newsletter, please click here.

It’s wonderful to receive national recognition for our efforts, but the biggest payoff comes when we get comments such as those above.

by Moira Weir

Filed Under: cash assistance, Food assistance, live chats, Medicaid