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Defra User Research - Rural Payments Agency
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<blockquote data-quote="Dave645" data-source="post: 8068780" data-attributes="member: 55822"><p>Options to improve things.</p><p>1. Stop with the rubbish one number system where all call go through a long recorded message system with number options, if some level of this is still needed, link The options onto a website so we can see the link option chain and select the section of defra we want and the number options we need to use to get to where we want to get. And make the call system except this number codes to short cut the recorded messages.</p><p></p><p>Better still have an app or webpage that does the selection presses and dumps out a dedicated number to the app user.</p><p>Or a video chat option or text chat for that section. And or a link to relevant info, on your website.</p><p></p><p></p><p></p><p>2. An app that helps users find the right consultant to talk to. Or webpage help files that are relevant, with up or down votes if the info was relevant to the question. Don’t forget videos can be useful.</p><p></p><p>3. put a human on the system earlier to direct a farmers call, to a correct number again with up or down votes to if the farmer was directed to the right place.</p><p>P.s.</p><p>I am good at finding info I require but I find search on DEFRA website to be useless, it’s easier to use an external search engine to find relavant info on your website than the search built into your website.</p><p>Or I rely on links in emails sent to me as finding it from your front end website is near impossible. </p><p>a smart question chain on your front end including links to log in pages, where questions can be narrowed down faster, including schemes open to the member that logs in.</p><p></p><p></p><p>4. Let farmers login to their account and start questions, let’s say I have a problem with a field it could be anything an option change I want or mapping issue or selling it etc, if I am logged in and select that field parcel and click help, then a dialog could pop up that asks what with, and a selection question chain.</p><p>At the end with the system knowing what options I have set on the field it can narrow the question chain.</p><p>If I select scheme options, selling it, etc. this can dump out to a smart robot that can do chat, if that fails then a phone call/video call to a relevant party.</p><p>The fact I am logged in means a lot of security is passed and my details should be up, my question narrowed down well, so a quick chat should sort it.</p><p></p><p>5. a feed back system for logged on users when an application is submitted, some form of system to traffic light it’s progress, if it hits a block because there is a problem, that will delay payments or missing info, then the system should say so, and when the message is read, it should contain a contact system to talk to who knows about the problem and how to solve it directly either via online text message or video chat.</p><p>Again smart chat bots can filter the simple stuff out leaving only the tricky stuff, but again the message sender on the DEFRA side can also filter that if the answer is going to require a call then that is setup in the message they leave, not a link to a robot chat engine.</p></blockquote><p></p>
[QUOTE="Dave645, post: 8068780, member: 55822"] Options to improve things. 1. Stop with the rubbish one number system where all call go through a long recorded message system with number options, if some level of this is still needed, link The options onto a website so we can see the link option chain and select the section of defra we want and the number options we need to use to get to where we want to get. And make the call system except this number codes to short cut the recorded messages. Better still have an app or webpage that does the selection presses and dumps out a dedicated number to the app user. Or a video chat option or text chat for that section. And or a link to relevant info, on your website. 2. An app that helps users find the right consultant to talk to. Or webpage help files that are relevant, with up or down votes if the info was relevant to the question. Don’t forget videos can be useful. 3. put a human on the system earlier to direct a farmers call, to a correct number again with up or down votes to if the farmer was directed to the right place. P.s. I am good at finding info I require but I find search on DEFRA website to be useless, it’s easier to use an external search engine to find relavant info on your website than the search built into your website. Or I rely on links in emails sent to me as finding it from your front end website is near impossible. a smart question chain on your front end including links to log in pages, where questions can be narrowed down faster, including schemes open to the member that logs in. 4. Let farmers login to their account and start questions, let’s say I have a problem with a field it could be anything an option change I want or mapping issue or selling it etc, if I am logged in and select that field parcel and click help, then a dialog could pop up that asks what with, and a selection question chain. At the end with the system knowing what options I have set on the field it can narrow the question chain. If I select scheme options, selling it, etc. this can dump out to a smart robot that can do chat, if that fails then a phone call/video call to a relevant party. The fact I am logged in means a lot of security is passed and my details should be up, my question narrowed down well, so a quick chat should sort it. 5. a feed back system for logged on users when an application is submitted, some form of system to traffic light it’s progress, if it hits a block because there is a problem, that will delay payments or missing info, then the system should say so, and when the message is read, it should contain a contact system to talk to who knows about the problem and how to solve it directly either via online text message or video chat. Again smart chat bots can filter the simple stuff out leaving only the tricky stuff, but again the message sender on the DEFRA side can also filter that if the answer is going to require a call then that is setup in the message they leave, not a link to a robot chat engine. [/QUOTE]
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