04 May 2017
Local Authorities Improve Resident Communication with Live Chat on Website
Local authorities are looking for ways to reduce their spending whilst still delivering high-quality services to the residents and businesses within their ward.
Many councils are turning to live chat as their saving grace. They can often implement the instant communication channel for under £5000/year without entering any lengthy tender process. Staff can be reduced, due to being able to handle multiple chats at the same time, therefore resources can be reallocated to other departments within the council or discontinued in their employment.
Click4Assistance have been developing a new enhanced solution launching this year. Here’s a sneak peek at the product and how it can benefit your council.
‘Experiences’ by Click4Assistance
With the use of several tools, the new solution allows you to customise your wards’ communication experience on your website. To enable your council to be contacted easily and flexibly, the tools can be used individually or in conjunction with each other.
As mentioned above, councils are turning to live chat on website to connect instantly with residents and businesses to assist with enquiries. This includes Buckinghamshire County, Sunderland City and Blackpool Councils
For further reading take a look at:
Buckinghamshire County Council’s Success with Live Chat
Sunderland City Council Improve Online Services with Live Chat
The majority of councils operate Monday to Friday, 9am to 5pm and most people will have more time to address services after work and at weekends. smartContact makes it easier for residents to leave their enquiry details with the council at a convenient time, for the local authority to focus on when they are available.
smartContact forms are flexible in design, allowing your council to gather visitor information you require to help with their enquiry, this could include the resident’s house number and postcode to help identify them. Once residents have completed the form it is sent to the email address specified.
Councils could use meeting Rooms to relay important generic information to many residents and businesses at the same time. For example, when a planning consultation is arranged; multiple residents can be invited to join the conversation via a virtual meeting, ensuring those with accessibility issues are not excluded and can be involved without leaving their homes.
Alternatively, when the councils’ are looking for feedback they usually hold events or do a mass mailout, councils could hold a meeting room session to have a virtual group discussion, which allows them to gain the feedback in real-time, but it is more convenient and accessable for residents to attend.
Promotions enable the council to present important messages to residents browsing the websites and even redirect the residents’ browser to a relevant page.
For example, when Bank Holidays affect refuse collection days, why not present a message offering help and automatically navigate the resident to the relevant page with information regarding any changes to their usual schedule. This type of assisted navigation can prevent unnecessary calls to the contact centre.
When only a face-to-face meeting will meet requirements, video chat can save time and prevent the need to book out meeting rooms. A two way feed will allow residents and advisors to see and hear each other from any location. Great for ensuring inclusive accessibility for the entire ward
Each of the communication tools mentioned above can be tailored to ensure a unique and appropriate experience for your residents when they contact your advisors in any department.
We are excited to be launching the new solution this year if you would like some further information, register your interest with firstname.lastname@example.org and we will keep you updated with the latest news.