Government Services

Counties That Use Live Expert^® System

Recorder Services:

• Clark County (NV)
• Maricopa County (AZ)
• Navajo County (AZ)

Treasurer Services:

• Clark County (NV)

County Clerk & Court Services:

• Orange County (CA)
• Bexar County (TX)
• Franklin County (OH)

Other Government Services That Use Live Expert:

• State Agencies
• Airports
• Police Departments
• Libraries

Best-In-Class Government Virtual Customer Service System

• Automated video call routing to available agent/service.
• Automated customer queue mgmt., after-hour workflow.
• Live agent & self-service options available at kiosk.
• Live video call transfers; invite 3rd party to video call.
• Agents see status of all customer & agent sessions.
• Agents can co-browse, view & control kiosk screen.
• Agents have one-click access to content & forms.
• Customers can complete forms, provide signature,
  make payment, have ID verified.
• 25 real-time, configurable reports & analytics.
• 16+ Years of R&D / 1700 Kiosks Deployed
• Used across many industries.

Best-In-Class Kiosks

• Freestanding & countertop options.
• Highest quality components.
• Manufactured in the US.
• Available at unmatched prices.

• Video calling from customer’s phone or computer.
• No app download needed. Works with all browsers.
• Make video calls by scanning a QR code, clicking a web widget or link in a text or email.
• Callback request option when no agents are staffed or customer is in waiting room. Avoid lost sales.
• Use existing website & systems with no integration needed.
• Customers can upload photos & documents to agents.
• Verify ID, make payment, obtain signature.

1. What should I look for when evaluating government virtual customer service systems?

Most virtual customer service systems being sold are immature “video plugin” tools that lack the features and reliability necessary for a high-engagement, high-performance customer service operation. The following are the market validation and enterprise-class features that you should look for to ensure that you have a quality video chat system:

• Is the system used across many industries, including government services and Fortune-500 companies?
• Most systems have a single industry footprint because they cannot compete with advanced systems like ClairVista’s Live Expert^® system, which has had 335 software updates over 16 years and is used by government services and companies across all industries.
• Is the system deployed across hundreds or thousands of locations? Most government virtual customer service systems only have few limited pilot implementations.
• Does the system provide a “one-click” connection to an available agent in 1-2 seconds, without the customer having to go through multiple steps?
• Does the system provide automated agent selection and video call routing to available agent base service category, location, and customer’s language preference?
• Most systems use the “jump ball” method where all agents monitor incoming call requests and they select calls from that list. Other systems use old-fashioned closed-circuit surveillance systems where agents have to monitor dozens of live video feeds to identify customers who may need help – never a scalable method for government virtual customer service.
• Does the system provide automated customer queue management and after-hours workflow?
• Does the system provide interactive tools like co-browsing and kiosk screen viewing + remote control for the agent?
• Does the system provide a well-organized “resource library” of content and forms that agents can instantly click and share with customers?
• Does the system provide configurable real-time reports and analytics for customer and agent activities, including wait time, customer abandonment, customer feedback, activity by location, and time of day?
• Does the system provide automated alerts for any service session issues, including kiosk device failure or network-related issues?
• Does the system provide kiosk, web, and mobile options for omni-channel virtual services?

2. What should I look for when evaluating government virtual customer service kiosks?

Since constituents care about the government kiosk cost, a common industry practice for kiosk manufacturers is to use inexpensive components in the manufacturing and assembly processes. Kiosk manufacturers also benefit from frequent “replacement cycles”, so long kiosk useful life is not the highest priority. The following are indicators that you can look for when evaluating kiosks and kiosk manufacturers:

• Is the kiosk computer, touchscreen LCD, camera, and speakerphone tier-1 brands and models that you recognize?
• Do the computer and touchscreen LCD come with a 3-year manufacturer’s warranty?
• Does the warranty also cover the cost of on-site replacement of the device by a trained technician?
• Make sure that kiosks are one-time purchases that do not require ongoing recurring payments.

ClairVista provides purpose-built kiosks designed specifically for government virtual customer service, manufactured in the US. Our government kiosks use the highest performance components available, and we provide the strongest warranty available in the industry.

3. What are the benefits of providing government virtual customer service?

Virtual customer service allows a small number of agents to support a large number of locations since agents can be instantly connected to any location where a customer needs assistance. For many types of organizations, a single agent can cover 5 to 10 locations, resulting in 80% – 90% savings compared to onsite staffing.

Virtual services also allow organizations to efficiently expand service hours or points of service, since kiosks are much less expensive than physical offices with on-site staff. Particularly for government virtual customer service, this allows for more precise staffing and labor controls. Also, with our Live Expert^® system, virtual agents have one-click access to all informational content and forms they may need, which makes each session more efficient and productive.

4. What advantages does virtual customer service have over self-service?

With ClairVista’s Live Expert^® virtual customer service system, each customer is instantly connected to the agent best able to assist with the customer’s specific need. This achieves greater new customer conversion, first-contact resolution for existing customers, and elevates overall customer satisfaction.

Government kiosks with remote agents result in greater service utilization and lower session abandonment than self-service kiosks. Self-service kiosks experience high levels of customer resistance and session abandonment, especially for information-intensive or infrequently used services. assist with the customer’s specific needs. Government virtual customer service provided by live agents achieves greater new customer conversion, first-contact resolution for existing customers, and elevates overall customer satisfaction.

5. Can I offer virtual customer service in conjunction with self-service or AI-driven services?

Yes, our Live Expert^® virtual customer service system provides a customizable menu screen that can offer both live agent services and self-service options (including AI-driven workflow). This enables government virtual customer service strategies to provide live agent service during normal business hours and self-service options when virtual agents are not available.

6. What are examples of organizations or companies that have successfully implemented virtual customer service?

With over 1700 virtual customer service kiosks deployed over 16 years, ClairVista’s Live Expert^® system has led the industry in government virtual customer service implementations, among other industries:

• Orange County, CA Courts uses our Live Expert^® government kiosks to offer virtual “self-help’’ legal services to the public. Using these kiosks, citizens can select from a menu of 12 different services and several languages
  choices to instantly connect with an available paralegal for live consultations.
• Hertz used Live Expert^® virtual service system to operate ExpressRent kiosks at airport and off-airport locations for over 10 years (the largest deployment of virtual customer service kiosks in the world). Hertz was able to efficiently provide personalized services on demand, which reduced customer wait times while increasing upsells and add-on sales.
• Prime Storage, National Storage, and others use Live Expert^® virtual service kiosks at hundreds of self-storage facilities, which allows these companies to reduce onsite staffing while improving overall service availability.

For additional stories about organizations or companies using ClairVista’s Live Expert^® system, click below.

7. What is the ROI for implementing government virtual customer service?

Many of our customers achieve annual ROI of 400% with investment payback time of less than two months. While every implementation is different in terms of its service and financial objectives, the tremendous efficiency and productivity gains made possible by virtual service models ensure that each program has a high ROI.

In government virtual customer service applications, ROI may translate into cost efficiency. Regardless, returns on spending improve, helping the organization to function at a higher level.