State Tax Service of Ukraine will continue consultations in messengers in 2021

As a part of strategy of implementing innovative digital solutions, the State Tax Service of Ukraine will continue online consultations for citizens in popular online messengers Viber, Telegram.In 2020, the project was launched in a draft mode with technological partner Middleware Inc., based on CorezoidHyperautomation Engine and Sender Communication Engine technologies.

In addition to the opportunity to receive STS’s consultation by phone, citizens have opportunity to ask questions in chats. Viber Messenger is installed on 96% of Ukrainian smartphones. Telegram is installed on 47% of Ukrainian smartphones. In 2020, the State Tax Service of Ukraine provided 10721 users with 13835 chat consultations via Viber (5,266), Telegram (4,597) and Sender (858). 

Chat consultations should reduce the cost of one call for budget comparing to phone calls, as well as reduce time for citizens to receive answers to common questions, help citizens to communicate with the STS in a more convenient way. Also, users can evaluate quality of consultation at the end of chat dialogue and each evaluation helps to make the service better. Employees’ motivation is tied to the quality of providedadvice accordingto standards of dialogue. 

Do not waste time talking on the phone and waiting for free employee – switch to online communication using Viber, Telegram and Sender messengers to get consultations regarding taxation at the Contact Center of the State Tax Service of Ukraine.

Join chat “Contact Center of the STS” in Telegram here:@DPS_ContactCenter_bot

To use chat in Viber and Sender, go to site of Public information and reference resource https://zir.tax.gov.ua/ 

We invite you to online communication!

Communicate with the State Tax Service remotely using the “InfoTAX” service