Promoting omnichannel services by implementing new communication channels that allow for a 360º and on-demand relationship with citizens is one of the objectives that the government has ahead of it.
Against this backdrop, government agencies have the challenge of improving the usability and availability of the digital services they offer, while also deploying new facilitators that allow people to do their consultations and paperwork online. To achieve this, they must take advantage of new communication channels (such as WhatsApp and Telegram) that complement traditional channels.
Thanks to this omnichannel approach, they can provide an all-in-one response to citizens and optimise and streamline areas such as communications, thereby improving the customer experience by offering them an effective, personalised and quality service. However, there are still obstacles to overcome, such as having different APIs or different security configurations for each channel.
- Unified and coordinated response
- Improved customer experience
- More convenience for the user