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NHS and public sector using online chat systems

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

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 save resources
Savings example web chat example savings
live chat example savings

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

public service benefits

Public Services will benefit from the following:

Fully customisable chat windows
Fully customisable visitor interface to maintain brand integrity throughout the visitors’ interaction
Chat routing system
Intelligent Chat Distribution System for direct routing to multiple departments
API and integration for chat software
Integrate with your existing systems using our API’s
Reporting and MI for chat systems
Advanced reporting including MI (Management Information) and audit capabilities
UK Web Chat Provider and support
Dedicated account manager and full UK support

EMAIL ENQUIRIES

97%

REDUCTION

Web Chat vs Email Enquiries

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 using live chat
Utilities using web chat
NHS using live chat
Utilities using live chat
Universities using live chat