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Customer feedback - How do customers contact us and how do we respond?

Providing information to your customers is very important. If something is going to affect your customers, they will want to know in advance, if at all possible. Posting notices on the Web site, sending e-mails, or calling the customers are all ways to proactively provide this information.

Contacting Customer Service

Provide several different ways for customers to reach customer service. This allows customers to contact you in the way that is most convenient for them. Currently, customers can reach Kansas.gov by:

• Phone
• E-mail
• Live Chat on the Web site
• Fax
• Mail

Tracking

Tracking customer service calls lets you know what information is most commonly requested and if there are any consistent problems customers are having with the site. You can then determine if this information needs to be posted for all customers or if the problem can be fixed. Customer information can be posted in a Frequently Asked Questions of the Web site. Posting information and correcting common problems will decrease the number of calls.

Tracking customer service calls will also keep record of any calls received during the day. If a customer calls and said they called yesterday, you can see whom they spoke with and what it was regarding. This will prevent you from asking for the same information again. The record also gives you the ability to speak to the customer service representative if you need more details about the call or there is a discrepancy with the customer.

Tracking Bugs

Tools can be used to track bugs or updates for your Web site. We currently use a system to report link changes, updates, application problems, customer requests and resolutions. This system automatically notifies the correct person and also notifies the reporter when it has been resolved. This system allows us to report items without interrupting other employees. It also makes it easier to track the progress of a fix or update.