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.
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.
Chris Heathcote talks about the web chat alpha, its scope and goals.
We ran a short discovery looking at how government uses web chat to help support users. We wanted to know if there are common web chat needs across government and what opportunities there might be to meet these needs in a more consistent way. Chris Heathcote explains.
We’re seeing an increasing number of government services offering, or looking to offer, web (or live) chat as an alternative contact channel for their users.