It’s now six months since Calderdale Council launched its Live Chat facility in the contact centre - an instant messaging service providing customers with support with online services.
The launch of this service has been a great success, with the contact centre team dealing with around 3000 chats since August 2014, says the council.
Calderdale Council’s Cabinet member for Communities, Coun Marcus Thompson, said: “Last year staff at the Contact Centre received 309,850 phone calls, Live Chat is a vital tool in reducing the amount of calls by supporting customers to complete simple enquiries directly through the website. “Live Chat is also a great way for customers to feel supported, as they have guidance available if they need help whilst browsing our website. Advisors can guide people through their enquiry, instantly helping them if they get stuck.”