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Salford City Council and Their Journey with Live Chat
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06 September 2016

Gemma Baker


Salford City Council and Their Journey with Live Chat

Salford City is a city and metropolitan borough. Home to 218,000 residents and has been established since 29th March 1926, including the towns of Eccles, Swinton and Walkden. Salford is said to be a great place for tourists, with a range of activities on offer and some great spots for vacationers!


Salford City Council have many departments’ available to the residents via the website, enabling them to access their own account straight from the homepage where visitors can request to pay bills, make claims and report any issues. Areas covered include:

  • Council tax

  • Bins and recycling

  • Schools and learning

  • Planning, building and regeneration

Salford City Local Authority Implements Live Chat

In order to streamline resourcing and support visitors when using digital services, Salford City Council investigated the employment of a live chat solution. Approaching Click4Assistance in the winter of 2015 and following thorough discussion over capabilities, security and strategy began their Live Chat implementation in April 2016.

They decided to locate the chat button neatly to the side of all of their pages enabling visitors to make enquiries instantly. Implementing a ‘sticky’ chat button ensures the ability to chat stays within view as the visitor scrolls. When the button is clicked, a pop up prechat form is presented, displaying a disclaimer and gathering the visitors’ name before proceeding into the chat session. They have customised the window to ensure continuity, including their colour scheme and logo within the header.

Visitors are advised during the text based interaction, where operators can automatically redirect the visitors’ browser in order to ensure they are able to find the most appropriate information This method of signposting is extremely popular with local authorities, along with the ability to create unlimited pre-defined replies for the most commonly asked questions. Using the functionality included, operators are able to handle multiple enquiries simultaneously, saving valuable time.

What Happens Next?

In order ensure quality control and assess the popularity of the live chat solution, Salford present a survey form when the chat is completed. This allows the Council to monitor areas for improvement based on their customers’ feedback:

  • How satisfied are you with the quality of the customer service?

  • Have you used Live Chat before?

  • Would you use Live Chat again?

  • If Live Chat had not been available, what would you have done?

  • Left the website/emailed/telephoned

    Salford city council chat on your website survey

Salford City Council are delivering great customer service through the Click4Assistance Live Chat solution along with many other local authorities including Buckinghamshire County Council and Sunderland City Council.

If you would like to find out more about how Live Chat on your website can help your organisation, contact our Local Authority coordinator on 0845 123 5871 or email us at

Author: Rae Boyling
Rae is the Marketing Assistant for UK live chat software provider, Click4Assistance. Rae produces content for articles appearing on the Click4Assistance website and email campaigns.


UK providers of live chat software and online communication tools to a range of industries, we offer a cutting edge, resilient and proven live chat solution backed-up with first class support and advice.


Live Chat Software Author


Gemma is a Marketing Executive for UK web chat Provider Click4Assistance, with a range of knowledge in live chat software and customer engagement channels, customer service methods and improving online business.


Cost-effective live chat software, proven to increase lead generation and customer satisfaction. Easy to implement and customise, the solution supports your business out of hours with the ‘leave a message’ feature.


Integrate our compliant solution with your existing systems for a seamless implementation. Intelligent chat routing ensures multiple department capabilities. Measure your ROI and monitor operators’ KPI’s with the Advanced Reporting Suite.


Increase productivity, reduce resource costs and improve customer satisfaction by answering multiple enquiries simultaneously with live chat software. Mitigate budget restraints, support digital transformation and help customers during online processes.