webchat

Webchat allows people to talk to customer support advisers through their browser. This can be more convenient than picking up the phone. It also helps keep people within a digital transaction when they may otherwise drop out, particularly if they don’t understand something or hit a problem. The webchat alpha explores how best to design and test a set of service and interaction patterns to help departments evaluate, procure and implement webchat systems more quickly.

What we're working on in Government as a Platform

The government as a platform team stand up and discuss team matters in front of a sign that reads 'government as a platform'

As more and more services begin to adopt our Government as a Platform components, we’ve decided to post regular updates on our progress building them. This is a list of what we’ve done so far in 2017. We’ll iterate the format of these updates to make them as useful as we can.

Webchat: the journey so far

Photo of a webchat advisor looking at a desktop computer screen wearing a headset and using a mouse

GDS started looking at how to support services implementing webchat last year. Since then we’ve completed an alpha and published 8 posts on 4 GDS blogs about our findings, insight and recommendations. Here’s a useful roundup of all the webchat blog posts.