Why every local authority should have live chat

Local authorities have a tough time managing queries and complaints. But live chat services could transform your processes and community response.

Local government authorities overlook a range of essential services for businesses and individuals in predetermined geographical areas. In England only, local authorities provide more than 800 different services to their local communities. From local councils to National Parks, local authorities touch the lives of everybody, whether they overlook bin collection or police fire and rescue services.

Unlike other businesses, local authorities target the entire population within the region. In other words, the UK counts 68.35 million as of October 2021. It means there are potentially 68 million individuals who could contact their local authorities to query about the services they offer. If you believe publishing a contact number on the website will do the trick, think again. Live chat services are a top priority for local authorities.

Tackle those FAQs without wasting time

Local government authorities face a high volume of queries every day. Unfortunately, using the website as a source of information can be counterproductive. Due to the vast range of services they provide, local government websites have large content sections, making them hard to navigate. Users are not always sure where to find the relevant information to answer their questions. Local council and other authority staff frequently receive calls and emails regarding general topics that people didn't know how to solve through the website. Local councils especially handle FAQs regarding bins and recycling policing, revenues and benefits, social care, highways, planning, and other general enquiries that are difficult to locate on the website. Repetitive queries are draining, even if they are easy to answer. They cost staff valuable time every day. However, adding live chat for your website can help address people's pain points and seamlessly direct them to the right location via pre-defined response and auto-navigation prompts, saving time and productivity for local authorities.

Manage more complex queries in a record time

How long does it take to manage specific individual or business queries? The answer varies. For emailed queries, resolution can take several days, especially as staff members may need to ask for further information to identify and address the issue appropriately. Phone calls may seem like an easier approach. However, resources are often overwhelmed with general questions over the phone and individuals calling the wrong service for their needs. On the other hand, the typical chat duration for local authorities averages 4 minutes and 22 seconds. Thanks to the secure functions, the advisor and the user can safely send confidential files within the chat, resolving problems quickly on the spot. For more complex issues, operators can use the chat service to capture all information before escalating to a phone call, saving time for a smooth service. Trained advisors can tackle multiple chats at once, reducing the overall load on the team.

No more impatient and angry callers

Calling your local authority during opening hours can be challenging. With a limited number of resources able to handle calls, callers are often required to wait for an extended period of time before they can talk to a real person. Users are often left feeling impatient, unsatisfied, and angry, which can also affect their behaviour over the phone. However, the addition of a live chat for your website can make sure people don't need to queue for an answer, reducing the stress burden for the team.

Adapting to a changing population

As of 2019, the UK counted 6.2 million individuals for whom English is not the first language. For many of them, a phone call can be a source of confusion as they can find it challenging to understand and get understood over the phone. On the other hand, written communication via chat services is accessible and understandable for most people, even if their first language isn't English.

Additionally, more and more people prefer text-based communication over calls. The Digital Revolution has transformed the way the population interacts, making chat functions reflect current expectations.

Ultimately, in the context of providing services to communities, it makes sense for local authorities to adjust their culture to the one of their audience.

Paving the way for a less disruptive experience

Millennials and Generation Z agree: phone calls are disruptive. They can be overheard. They interrupt their schedules. On the other hand, texting is a lot more convenient. Similarly, a live chat enables individuals to sort out issues wherever they are as long as they access a secure Internet connection. Therefore, a person could resolve benefits or bin collection issues from their desk in the workplace without interrupting their day-to-day tasks. Making the experience with local authorities as seamless as possible positively impacts the local authority's reputation and even funding and community engagement in some cases.

In conclusion, local authorities need to embrace the 21st century's digital communication to meet their audience's expectations. We, at Click 4 Assistance, deliver bespoke and secure live chat for your website. Chat functions are also beneficial for resources, saving valuable time, money and preventing hassle.