Case Study: Santa Fe County improves constituent support and faster resolutions with Comm100 Live Chat

How Santa Fe County became the digital info hub for constituents with Comm100 Live Chat

Santa Fe County’s Assessor’s Office needed a better way to answer constituent questions after website FAQs weren’t helping people find information and the phone line was becoming overloaded. To improve support, the county added Comm100 Live Chat to its customer service toolkit.

With Comm100 Live Chat, Santa Fe County was able to route constituents to the right department faster, share files and attachments, and collect valuable data from conversations. The results included quicker resolutions, more satisfied constituents, and useful chat transcripts for training and reporting; the success in the Assessor’s Office also led to expansion into the Treasurer’s Office, with a chatbot planned to handle common queries and support 24/7 service.

Santa Fe County

Tommy Garcia

Quality Control Program Manager