Welsh Councils Adopt Web Chat

Three councils in Wales consider the use of web chats to make customer service more efficient.

11:19 27 August 2018

Rhondda Cynon Taff, Vale of Glamorgan Council and Wrexham in Wales are considering the use of web chats to provide residents a more efficient way of contacting them. The new call centre technology would allow residents to ask about council issues such as missed bin collections and fly-tipping using any internet-supported device.

 

Other councils, including Carmarthenshire, Ceredigion, Flintshire, Neath Port Talbot, Newport and Swansea, have also expressed interest in using the same technology to make customer service more efficient and cost-effective. The web chats would be available in English and Welsh.

 

A report to Vale cabinet says: “New technology will deliver opportunities to improve operational efficiency.

 

“Councils and third sector organisations using web chat are able to demonstrate not only that they can support customers using a digital self-service option, but that customer service representatives are able to manage between three (Connect Assist) and five (Cornwall Council) customer conversations concurrently.”