We have brought here the main information from this conversation so that you can understand how this process works and how easy it is to use our platform, in addition to all the optimization of the public service of the city's Health Department. Enjoy reading!
What was the service like at the Palestine Health Department?
According to the public health consultant, they already used WhatsApp as their main service channel. When training the receptionists at the location, it was realized that the service system did not meet demand efficiently.
people who need to schedule transportation in person australia email list free download or who want to ask a simple question but cannot travel to the location. He realized that he needed a robust platform to facilitate humanized care for Palestina residents without having to leave their homes.
Through online support, it is possible to serve thousands of people efficiently, in addition to being much more transparent in the processes. Currently, with the Maxbot platform, support via WhatsApp has increased and improved in quality .
How was the platform implementation and training process?
Oliveira explains that the entire process was smooth and effective, and all doubts during implementation were resolved. He also says that he closely monitored the platform training for the team responsible and that few had any difficulty using it.
During the routine use of the Health Department, the initial challenge was to monitor all the sectors that use the platform. In any case, questions about the use of the tool were answered by the Maxbot support team.
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The platform also helped solve a long-standing problem with customer service: residents complaining about not being seen or about poor service from the team. With a history of all services provided, it is possible to know every time a specific person was seen, who attended to them and at what time. This provides security for residents and also for the team at the Palestina Health Department.
Cost reduction
One of the biggest advantages of implementing our platform is the cost reduction, because, as consultant Marcelo explains, he no longer needed 10 active cell phone lines to serve the public. Furthermore, cell phones circulated in different sectors and no one knew who was answering the calls, which made it difficult to continue the process .
Another advantage of the platform is that it was not necessary to increase hiring for customer service, since the platform makes it much faster and more effective to answer questions, schedule appointments, solve problems and much more. In addition, there are chatbots that automate steps , such as scheduling or answering simple questions, such as opening hours of locations, which reduces the need for human resources.
What prevented the reality of care from changing?
The consultant explains that there were many bureaucratic steps for this to happen and that it took three years for this need to be met.
What were the benefits of the Maxbot platform?
Marcelo explains that the feedback that appears immediately after the service is excellent for management, because the response from the person who was served is sincere. This is a great insight to adjust whatever is necessary. Furthermore, he jokes that happy customers do not result in money for the Health Department, but happy residents protect the mayor's mandate.
Romulo also adds that happy customers represent sales made for companies, so it is important to know how to provide good customer service on WhatsApp . Whether private companies or public agencies, people want to be well served. Therefore, happy customers and residents are a good incentive to do a good job .
The main feature for choosing Maxbot?
For Marcelo, the Maxbot platform is “simple and well-made that works” for all sectors, from purchasing to customer service. In other words, there are essential features for everyone, such as reports, a history of all services and feedback. These are functions that are widely used in routine and help managers to make accurate analyses.
Another decisive factor was Maxbot's support, which the consultant already knew was different. In addition to the stability of the platform that works every day, it is possible to carry out various services, even outside the Health Department's opening hours.
Oliveira also emphasizes that the platform has greatly helped in serving the population, especially for elderly people who are unable to travel, improving convenience and quality. Furthermore, there is a database that is used to send targeted messages , such as to pregnant women, facilitating the dissemination of important information.