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Web Videos Improve Customer Service

Macomb County, MI
Program Year: 2009

Abstract:
Online videos now offered on the clerk’s website walk customers through common processes, eliminating anxiety and questions. The online videos allow customers to view the process before coming into the office, answering most of their questions so they know what to expect. Customers are reported to have responded favorably to these videos: they are able to just watch them and follow along and have most of their questions answered without having to call the office or browse the web site any further.

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