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Overview
Citrus Heights is a new city that earned its incorporation in 1997. Situated in the suburbs of Sacramento with a growing population fueled by surrounding employment hubs and the Bay Area exodus (thanks to the new work-from-home lifestyle), Citrus Heights wanted to find a way to reach and engage with residents to meet their needs and better serve them.
Understanding that 97% of residents own a cell phone, Citrus Heights turned to Citibot to employ text chat, text notifications, and webchat to bridge the gap between the residents they were reaching and ones they weren’t.
“I was looking to elevate our foundational communications tactics and increase engagement by closing the feedback loop and meeting people where they are. Citibot makes it easy. ”
— Nichole Baxter,
Communications Officer
Since implementing Citibot’s services in October 2021:
An average of 255 residents engage with Hello, CH each month
87% of all communications are done via the Hello, CH web chat solution on the city’s website
43% of resident communications are questions answered automatically by the chatbot
16% of resident communications are escalated to the Citrus Heights Public Information Team for further assistance