A digital customer support channel for the public sector in 72 hours

Columbia Road transformed our customer service approach from face-to-face encounters to personal online chat discussions in 72 hours. We now have a robust solution for today which also scales with our needs in the future. Maarit Kivistö, Managing Editor, MyHelsinki.fi / Helsinki Marketing


Key objectives

Due to the current global situation, Helsinki Marketing’s MyHelsinki service was in need of digitising their customer support services quickly. The main goal was to create a digital customer service channel for the MyHelsinki team as fast as possible.

Usually the team’s customer service activities include face-to-face discussions on the streets of Helsinki, but due to governmental instructions, all face-to-face interactions had to be moved to digital channels in very short notice. 


The first objective was to find the most suitable platform for the customers’ needs in the short term, while keeping in mind possible development of the service in the long term. The second objective was to get the channel setup to suit MyHelsinki’s needs. And thirdly, we had to ensure that the team was ready for a completely new way of serving customers.


Our approach

Our main focus points were to try and find a solution that:

  • Would satisfy all important needs of MyHelsinki right now amidst an uncertain situation
  • Make sure the solution we chose still had the capabilities to scale to accommodate new features later on
  • Have a concrete, chat-based solution running as soon as possible on MyHelsinki.fi/en
  • Make sure the chosen solution is a good fit for the MyHelsinki customer support team

We benchmarked most viable possible platforms and ended up choosing a Finnish provider, Giosg. We mediated contracts for the usage and support of the service and organised training with the help of Giosg for the whole customer support team of MyHelsinki. Then, we continued to set up the chat environment and its logic based on MyHelsinki's initial wishes.

Impact

Helsinki Marketing got a solution for MyHelsinki which served all their immediate needs while also having the capabilities to expand later on. 


Highlights from the 72h project

  • Researched and benchmarked different service providers and platforms based on the needs of the client
  • Discussed findings together with the client and decided which one to implement
  • Organised training for MyHelsinki customer-support team together with Giosg
  • Set up the environment and edited it’s operational logic to fit the needs of MyHelsinki
  • Provided support throughout the process and made sure the launch went without a hitch 

We were able to quickly implement a platform which answered all of MyHelsinki’s most urgent needs. In the long term, the organisation becomes more digitally savvy and will be able to offer a larger variety of ways to help their customers.


About MyHelsinki

Helsinki Marketing is a marketing company owned by the City of Helsinki. It is responsible for Helsinki’s operative city marketing and business partnerships. 

MyHelsinki is a service to promote tourism, local life and events in Helsinki.

www.myhelsinki.fi/en


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