Calderdale Council has introduced a 24-hour instant messaging (IM) service for customers.
The service is an extension of its existing Live Chat web messenger service which will allow customers to contact the local authority’s customer care team on a 24/7 basis.
The project is being carried out at no extra cost to the council, as the service will be provided by existing staff who already provide out of hours phone support.
Since Live Chat was launched in 2014, nearly 40,000 chats have taken place.
Lisa Lambert, Calderdale Council’s cabinet member for business change and customer service, said: “Since the Live Chat function launched on our website it’s continued to grow in popularity, from almost 400 chats in its first month to almost 3,500 chats in June of this year.
“The expansion of the hours of this service will no doubt see this figure continuing to rise, and it’s great that customers will now be able to get web support whatever time of day they’re online.”
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