Texas Border Business
The City of McAllen announced the launch of its new customer service platform, Ask McAllen, an additional customer service tool that includes a text message feature and an accessible web chat assistant on the City of McAllen’s website. This new feature is part of the City of McAllen’s well established and highly used 3-1-1 Customer Service Call Center and its mobile app.
To start a conversation via text message, simply text the word “Hello” to MC311 (62311). Ask McAllen immediately responds with a short greeting, explaining the ways the service can be used, with a link to sign up for text message notifications.
The Ask McAllen web chat service can be found at www.mcallen.net, where both desktop and mobile users will notice the feature on the bottom right section of their browser window. Clicking on the icon launches a chat window, greeting residents and prompting them to enter their questions or service requests.
“For the City of McAllen, Ask McAllen is simply providing another customer service tool so that we can better serve our community,” said McAllen Mayor Javier Villalobos.
With Ask McAllen, residents can quickly and easily get answers to their questions, find information on various city services, submit service requests, send a message to staff, or sign up for text message notifications.
The platform was developed in partnership with Citibot, the leading provider of interactive chat solutions for local government, using the latest AI-driven chatbot technology, allowing the City of McAllen to automate and scale its customer service efforts to help with the day-to-day needs of both staff and residents.
“People’s expectations of high-quality customer service are ever-increasing,” said Bratton Riley, CEO, Citibot. “Cities like McAllen are leading the way by delivering powerful solutions to maximize efficiency and enhance access to information and vital services.”
If at any time during the interaction, a McAllen resident needs assistance or help from City of McAllen staff, they can leave a message with Ask McAllen and the appropriate staff member can follow up with them.
For more information on how McAllen is using Citibot, visit www.mcallen.net
