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West Dorset Council Implements Chat Integration
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14 June 2016

Gemma Baker


West Dorset Council Implements Chat Integration

West Dorset are a local government district and parliamentary constituency, based in Dorchester. Dorset was formed on the 1st April 1974 and named the 10th best place to live in the UK! Its places of interest include: Abbotsbury Castle, Golden Cap and River Frome.

West Dorset District Council are part of a seven council partnership which include; North, East, South and West Dorset, Dorchester, Christchurch and Purbeck. The councils operate under the “Dorset For You” partnership website. The Council contact centre had implemented a live chat solution, however later found there were restrictions when wishing to extend the service throughout the partnership.

West Dorset approached Click4Assistance in November 2015. Following an intensive evaluation, Click4Assistance was invited to tender for this unique implementation.

Each chat would need to be routed from the relevant page within the group website to the appropriate council, The Click4Assistance solution was able to do this within one account with advanced chat routing.

The solution Click4Assistance has to offer is fully customisable, therefore each local authority are able to tailor the visitor interface to their own unique requirements. Chat windows can be customised with the council’s distinctive colours and logos.

live chat solution is fully customisable


Click4Assistance has been able to extend the features and functionality available to the council partnership and offer a more cost effective solution.

How Are West Dorset Finding the Web Chat Solution?

A change in provider for any service can be a difficult period within any local authority. With Click4Assistance support, the staff have been fully trained and soon became confident in using chat integration. The design team at Click4Assistance conducted all customisation of the visitor interface including button images and each window seen by the visitor. Extending the services to additional areas of the partnership website has been well received by residents with positive feedback and encouraging comments left on post chat surveys.

If you’d like to look into the benefits of a live chat solution and how it works so well on a local authority website, contact your 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, with experience in copy and original writing, 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.