Customer service: the next wave

Mikael Hyövälti Innovation expert and Marko Kunnari, contact center manager, Finnish Customs
December 27, 2022
Customer service: the next wave

Photo from WCO News

Since 2016, when the Finnish Government decided to digitalize all public services, Finnish Customs has been working on the development of digital services to improve its customer service. In 2017 the Administration explained, in the pages of this magazine, how it tested the innovation potential of a hackathon to identify solutions that would make it easier to access information about Customs regulations and procedures. In this article, we take a look at the latest tools implemented by Finnish Customs to enhance its capacity to help its customers – namely a chatbot and a contact management system.

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