Local Authorities Dealing with Social Care through Live Chat Integration
Local authorities deal with numerous enquiries from residents, which mean phone lines are busy and some enquirers may struggle to get through. Having a live chat tool allows representatives to chat to visitors on their website instantly without interruption.
How Can a Web Chat Integration Benefit Local Authorities?
With the countless phone calls and emails from residents local authorities receive, time can be taken up quickly. Having web chat allows visitors to start a chat with an operator by clicking on a chat button - which can be useful if they only have a few simple questions to ask, rather than phoning. This frees up time as well as the phone lines, as operators are able to route visitors to other representatives that are trained in the specific department and can help with clients’ enquiries. Representatives can also automatically navigate clients to a specific page, if they are having trouble whilst browsing the website.
Chat Integration on Website Helps Residents with Social Care Enquiries
It may come to that time where residents are looking to place family members in care homes. For that reason they might have enquiries regarding fees, rooms or specific requirements their relative may have. Having a chat button on the website means residents can instantly start a chat with an operator in text based communication, which is simple to use with instant replies. Talking in chat faces no interruptions like talking on the telephone - background noise or low quality connection can lead to mishearing of words etc.
East Sussex Using Chat on Their Website to Assist with Social Care
East Sussex County Council is divided into five local government districts with three larger, rural districts that are:
• Lewes
• Wealden
• Rother
These rural districts are subdivided into civil parishes with Eastbourne ad Hastings being the main urban areas.
The council meets at East Sussex County Hall, where their Headquarters are located.
One of East Sussex’s departments specialises in adult social care, where they focus in helping people who need extra support to live as independently as possible. Approaching Click4Assistance in August 2015, East Sussex adopted the solution with their customisation including a sticky button complete with an embedded pop up chat window, displaying the Council’s prechat form. Following the success within various departments, the Local Authority are now currently extending to the Adult Social Care pages, for customers who may feel more comfortable talking via chat instead of on the phone. One to one communication via live chat is also private and anonymous, ensuring the conversation between visitor and operator are secure.
Implementing a web chat tool on your website provides a number of benefits for your organisation and visitors. For more information about the benefits and features, give your local authority coordinator a call on 0845 123 5871 or email us at theteam@click4assistance.co.uk. Why not start a chat with us?
