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NHS and public sector using online chat systems are now seeing the benefits offered

DIGITAL TRANSFORMATIONS

In the era of digital transformation, the public sector has the opportunity to move services online. Web chat can support customers to complete online processes, achieving first contact resolution, therefore preventing abandonment and further costly contact. Customers can be signposted to relevant information quickly and easily using our Auto Navigation feature.

online chat systems are proven to save resources by multiple enquires simultaneously

SAVING RESOURCES

With the capability to respond to multiple enquires simultaneously, resource costs can be reduced helping to mitigate budget restraints. Low cost implementation of Web Chat often negates the need for lengthy tender processes, and provides an exceptional return on investment within the first year.

online chat systems resource costs without the need for lengthy tender processes
Savings example Web Chat is proven to save time and resources
Live Chat allows you to reinvest in other areas of the business

Reduce resources

30 representatives to handle phone (1 at a time)

Convert 5 members of staff to handle 3 chat enquiries simultaneously (on average)

Therefore 15 enquiries handed by chat and 15 by phone allowing the team to reduce to 20

Reinvest

Live chat can cost under £2000 a year for 5 operators

Minimum wage for 37.5 hours a week (£14,625/year)

Equating to just under £6,000/month or £71,000/year resource saving

Benefits to public services when using live chat software

Public Services will benefit from the following:

Fully customisable chat windows allows visitors be confident who they are chatting with
Fully customisable visitor interface to maintain brand integrity throughout the visitors’ interaction
Chat routing allows any department in your organisation to handle incoming chats
Intelligent Chat Distribution System for direct routing to multiple departments
Chat software allows integration with many other back office platforms using APIs
Integrate with your existing systems using our API’s
Vast amounts of data is available using chat systems report and management information modules
Advanced reporting including MI (Management Information) and audit capabilities
UK Web Chat Provider Click4Assistance offers UK based support and UK data storage
Dedicated account manager and full UK support

EMAIL ENQUIRIES

97%

REDUCTION

Reduce Email Enquiries when you implement Web Chat on your website

EMAIL PER WEEK

The members of one of the UK’s largest trade unions preferred the instant nature of live chat, reducing the organisations email enquires from over a 1000 a week to under 100 a week.

Request a demo

Our experts can offer advice and consultation alongside a range of professional services. Book a free, no obligation online demonstration, providing a personalised walkthrough of the software with an opportunity to discuss your requirements and answer your questions.

Demonstration of Web Chat Software

WHAT OUR CLIENTS SAY

“Our account manager was very supportive and extremely helpful with the use of the software. She has been flexible on her approach to this support in offering training remotely for staff via tele-conference. Many thanks for all your support.”

Amy Padley

CWP NHS

Police are now using live chat to handle emergency calls
Utilities companies using web chat report customer satisfaction  is at a high
NHS using live chat now offers patients better customer care
Utilities organisations that use live chat provide better customer service
Universities using live chat report and increase in enrolments and great student satisfaction