Transcript Dias nummer 1

Web Chat with Cornwall Council
Our session covered the use of web
chat at Cornwall Council. Their chat
volumes have increased steadily
and are now over 1000 per month.
We asked the audience to vote on
why they think local authorities are
implementing web chat and the
results are on the following slide.
Why do Local Authorities Implement Web Chat?
Reason
Votes
Gain customer intelligence. (get better
information on use of web site)
111111111111
Provide an intelligent sign posting facility
Keep the customer on the digital channel/
educate the customer to use existing
facilites.
1111111111111
111111111111
Provide a digital facility for hard-to-reach
groups
111
Save Money/ improve efficiency
1111111111