14 June 2016
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.
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 email@example.com.