Webchat allows you to access council customer support team - without picking up a phone
Residents across region can now have direct access to their council’s customer support team without picking up a phone.
The webchat facility has been launched by the South & East Lincolnshire Councils Partnership - which includes South Holland, East Lindsey and Boston Borough - and will provide residents with direct access to the customer contact team of its three councils.
“We are delighted to have been able to make this significant expansion and improvement to our customer contact services, making our advisors more accessible and easier to engage with for our residents, both online and over the phone,” said Coun Jim Astill, South Holland District Council portfolio holder for corporate, governance and communications.
“It has been important throughout this process that we ensure people are still able to talk to a real member of our team rather than AI or a chatbot, and the early feedback we’ve received from residents has been really encouraging.
“If you use the webchat or phones, please do share any feedback or thoughts you may have, as we continue to work towards ensuring we can help all those who need us as quickly and effectively and as we can.”
The service can be accessed through the ‘We’re online’ speech bubble on the three council websites, and is available across the same hours as the phone lines for each council.
Most tasks and queries carried out by the customer contact team can be completed using this method, except for the taking of payments or sharing of any sensitive information.
Users can be linked directly to relevant areas of the websites or different organisations their enquiry may be relevant to, such as Lincolnshire County Council, and will be given the option to receive a full transcript of their conversation for future reference.
As well as the direct benefits and convenience for those using the webchat, it also helps to reduce the demand on the telephone enquiries for the three councils, freeing up time to support those most vulnerable residents who cannot engage online or who require additional support.
The webchat can be accessed within usual office hours via the three main council websites, www.sholland.gov.uk, www.boston.gov.uk and www.e-lindsey.gov.uk.
