Using innovative digital tools to deliver frontline services
As Covid drove a surge in customer demand, Blackburn with Darwen Borough Council had to adjust their customer experience approach rapidly. To deliver more online services, they needed to harness the full power of Liberty Converse, our omnichannel contact centre, to reduce pressure on staff and enhance customer experience — with no additional resources.
Blackburn wanted to deliver more ways for citizens to interact with them online. They also wanted to pinpoint areas of customer friction within their contact centre and make changes to enhance the customer experience and reduce pressure on staff.
“It’s gone down really well. 99% of the feedback is extremely positive because we can call them back within a couple of hours, so our customers are very happy.”
Ross McQueen
Customer Services Manager, Blackburn with Darwen Borough Council
“This is something other authorities will need to do. Customers just want an answer. They don’t want to be read a script. We route their calls directly to the department and provide a comfort message. This makes sense because our team are professionals, not just call centre agents. However, you still need discipline on how well a call is handled – how soon it is answered, and the nature of the call – and the system allows us to manage this.”
Ross McQueen
Customer Services Manager, Blackburn with Darwen Borough Council
In future, Blackburn and Darwen will gather more feedback from residents to provide input into their service design. Their Liberty platform has allowed them to handle more significant volumes of calls and also focus on exactly what customers are asking for.
78%
web-assisted interactions
(deflecting calls and emails)
24/7
service
99%
happy customers
With a powerful fusion of self-service automation and human interaction while empowering your teams with the essential tools for exceptional service
East Dunbartonshire Council had an ambitious digital plan and an objective to streamline contact points for both residents and staff
