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.
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.
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
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
Public Services will benefit from the following:
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.
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.
“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.”
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