DAERA online services, such as APHIS and SAF have been designed to help farmers reduce many of the paper based transactions required by DAERA and are free, easy to use, available 24/7, safe and secure. The online services also help farmers comply with legislation, reduce potential errors and give farmers access to detailed information about their business and animals.
in 2016, DAERA forced a huge number of their farmers to to fill in their applications online which they must do every year in order to comply with legislation and provide detailed information about their business. This had previously been done on paper and by postage. Therefore, when their approached changed to predominately online, they knew it would have been imperative to communicate with their applicants during this new process.
DAERA staff were well aware that they would need to assist applicants through the process to make sure they would get used to the new process and complete the application correctly, for them to be submitted on time and determine the success of the shift to online.
Traditional live chat would have only allowed applicants and agents to converse over text and nothing further, which is where Acquire came in. Acquire was used to create a highly personalised experience with applicants, with the ability to take them through the online process.
Acquires co-browsing allow DAERA agents to see the applicants web screen and take them through the process of filling out their application to make sure it complies with legislation and the information provided is correct. This has made the shift to online more welcoming and has allowed DAERA to provide an excellent support service and increase the number of successful applications received.
Due to the increasing level and complexity of functionality provided within our application and larger numbers of visitors we integrated the chat and co-browsing functionality provided by Tagove. This...Read Story