The Challenge
Local authorities are having to find innovative ways to mitigate budget restraints and streamline their resources. With councils under pressure to provide digital-centric support, residents can struggle with new virtual services therefore cost effective methods of supporting individuals to complete transactions and enquiries online are essential. In order to provide first class customer service your team need to be armed with the latest technology backed by a responsive UK support team.
The Solution
Live Chat Software provides an instant, online communication tool. Residents can easily get help where required from general enquiries to assistance completing online forms. Intelligent chat routing guarantees direct access to the correct team (Council Tax, Refuse, Adult Social Care etc.), predefined responses ensure speed and accuracy, residents can even be signposted to appropriate information with assisted navigation. The ability to handle multiple chats simultaneously allows advisors to improve productivity and efficiency.
The Result
Live chat software is a preferred method of contact and helps Local Authorities digitalise their services whilst increasing satisfaction levels. Higher rates of first contact resolution are achieved, and residents are encouraged to complete online transactions. Whether funding chat via departmental budgets or the general purse, live chat has been successfully adopted by many UK local authorities for under £5000/year, negating the need for lengthy tender processes, with resource savings provide an excellent return on investment.
