Acta for Customer Service
We help you deliver customer service as seamless as Amazon.
Increase customer satisfaction with little to no effort. The Acta GovCX platform categorizes and analyzes incoming resident inquiries and auto-suggests responses so you can respond to high volumes of emails and phone calls with just one click.
Give Hours Back to Staff Everyday
Boring, repetitive tasks don’t get better with the passage of time. They get worse. Spending time in your email inbox reading and responding to resident inquiries is draining and takes time away from your job. We save you tons of time by intelligently suggesting automated responses that you review before sending. Our platform allows you to spend more time on higher-value tasks.
Increase Department Consistency
The high volumes of resident inquiries are mostly recurring, specific questions. Government staff prioritize delivering consistent messaging to their customers across the team. Our automated workflows allow for cost-efficient, consistently accurate answers to customer’s specific questions.
Increase Customer Satisfaction
Automated workflows and faster turnaround times equip your department to offer an improved customer experience. We give staff the capacity to deliver human-centered customer service to more customers at a lower cost. Research also shows that higher customer satisfaction leads to increased employee satisfaction as well.
Acta for Community Engagement
We help local governments assess and respond to community needs.
We design seamless resident engagements that yield representative and candid responses. Our proprietary solution analyzes resident input for public priorities, concerns, and sentiment so that our partners deliver services to better meet residents’ most pressing needs.
Broader Equitable Engagement
Increase your capacity to listen to all constituent voices and address the Squeaky Wheel Dilemma
Ensure government programs, initiatives, and services are meeting real community needs and priorities
Increased Operating Efficiency
Reduce project duration times by up to 80% with automated workflows
Our Partners Use Acta To
Understand and report on resident satisfaction to secure more federal funding for services
Mitigate risks by ensuring intake staff are consistently asking the right questions
Identify bottlenecks in service delivery and make real-time improvements
Support local elected leaders in making better, data-driven decisions
Increase citizen satisfaction by delivering more responsive customer service
Respond to citizen inquiries faster and more easily
Tailor communications to answer residents’ specific, important questions
Provide improved customer service to permit and license applicants
Identify Frequent Inquiries
- Collaborate with colleagues to identify your most frequently recurring inquiries
- Create standardized responses to those recurring inquiries.
- Standardized responses ensure consistency and accuracy of information being given to constituents.
- Your tags and responses will be ingested by our system and provided to your team in their email.
Install the Plugin
- Install the Acta GovCX plugin either from the Microsoft Outlook Add-in Store or the Chrome Extension Store.
- If user permissions to install plugins are disabled in your organization, we also provide alternative installation methods.
- Installation is designed to be seamless--you can be up and running in less than 15 minutes.
Get Back Hours in Your Day!
- After installation, you will have access to your team’s tags and responses directly from your inbox.
- Whenever you receive an email inquiry that matches one of the tags, you will be able to auto-populate a response with the click of a button.
- You can decrease the amount of time you spend in your email inbox by up to 25%.
Identify Bottlenecks in Service Delivery
- The Acta GovCX plugin automatically delivers data reports on your department’s inquiry volume and breakdown of topics.
- Data reports will allow your team to identify real-time bottlenecks in service delivery and where your constituents are getting stuck in the process.
- Your team can quickly assess the key areas where constituents are having the most trouble in your process.
Community Development Director
Your tool saved us a minimum of 80 staff hours over the lifetime of the project [1 month]. The deliverable was great, and I was super impressed with the turnaround time.
I would’ve spent hours upon hours poring through all this data and trying to pull out insights from this dataset. It’s a significant time-savings. I’m gonna venture to say that the insights provided are a lot better than what I could do. I would’ve taken a highlighter and printed these all out. It’s never gonna be as much detail or accuracy as what you have been able to do here!
I can put these insights in front of anyone and they would be easily understood. It helps us decide on best next steps for the project and how we should market the project going forward.
State House Candidate
Your analysis hit the nail on the head with talking points and priorities. I had access to talking points that no other candidate had.
Turnaround time was remarkable. A subscription would motivate us to get and use feedback. Has a lot of value not just for municipalities or governments, but for anyone that wants to get feedback.
I wish I had hired you sooner. [Your solution] definitely saved me so much time.
Our Leadership Team
Tai HuynhCo-Founder / CEO
Pavani PeriCo-Founder / COO
Andrew McKinnonCo-Founder / CTO
Frequently Asked Questions
What is natural-language processing?
Natural Language Processing is a branch of Artificial Intelligence that enables computers to read, comprehend, and understand human language in a way that is valuable to organizations that want to understand human input and opinions at scale.
Why qualitative data?
Qualitative data allows organizations to understand opinions, concerns, and priorities beyond what multiple choice questions can achieve. Qualitative, open-ended data allows people to candidly describe their experiences. This data then empowers organizations to address specific concerns and issues their constituents face. Opinions and lived experiences cannot be measured on a scale from 1-10.
What is artificial intelligence?
Artificial Intelligence (AI) is a form of technology that learns patterns or behaviors over time. Acta uses AI to learn our partners’ communication behavior to automate responses to inquiries and improve customer service.
Why is good customer service important in government?
As governments offer more and more vital services, increasing responsiveness and consistency of communication with the customer is of utmost importance. When residents can get the information they need in a timely manner, overall resident satisfaction increases. Additionally, specific departments like Development Services experience an increase in revenue when they deliver good customer service because it attracts more customers and growth.
Can governments offer good customer service?
Absolutely! However, the biggest barrier to delivering good customer service is time. Acta supports responsive communications so our busy government partners can focus on delivering services.
4110 Edgeview Dr, Indian Trail, NC 28079
+1 727 458 3073