Implementing live web chat

As part of its corporate Enhancing Our Service Offer programme and its approach to assisted digital and supported self-service, Redcar & Cleveland Borough Council has piloted a live web chat capability. This case study forms part of our digital experts resource.

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The new service has enabled Redcar and Cleveland to manage demand more effectively, demonstrate significantly reduced costs, identify areas where its website requires improvement and enhance staff skills and job roles. Customer feedback has proved overwhelmingly positive.

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Anthony Smith, Project manager, live webchat implementation, Redcar Redcar & Cleveland Borough Council

Anthony discusses the work being done in live webchat.

Mike Greene, Assistant Director, Neighbourhood and Customer Services, Redcar & Cleveland Borough Council

Mike gives an overview of the webchat project.

Tanya Clark, operational customer services manager, Redcar & Cleveland Borough Council

Tanya explains her work at Redcar & Cleveland Borough Council