Southampton City Council is developing its website to fully tap the local population's capacity for online self-service. This case study forms part of our digital experts resource.
Live web chat was seen as a way to support residents and help reduce the number of online forms abandoned before completion. The project has enabled the council to build a target operating model for web chat, including where and how it would appear on the website and who would staff it.
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Kirsty talks about using webchat to interact with customers.
Helen discusses piloting the use of webchat on the councils website.
Jon talks about the drivers behind their web chat pilot.