We can all talk about frustrating experiences at a public office: disorientation, lack of information, and long waits describe the uncomfortable situations citizens have gone through in past decades mainly. Although this panorama is still true in certain countries or regions, the shift in the conception of what public attention must be is gaining ground at a dynamic and steady pace.
Those of us who work on technological applications for revamping customers’ dynamics at service areas know that this type of developments can make a boring and frustrating experience evolve into one of satisfaction. This is one of the fundamental goals of our endeavour.
Technology impacts positively on organisations’ service areas in all fields equally; indeed, there are countless companies which have already applied innovating solutions to the problems they are normally faced with in the spaces of interaction between customers and companies’ representatives. This impact may be more noticeable at financial institutions and public services companies. All of them have acknowledged the fact that every customer’s visit is an opportunity to improve the perception of both the organisation and its members, which becomes a competitive advantage and a heavy weight in a market that demands differentiation and ongoing improvement, something we are all aware of nowadays.