Good morning Meredith,
My residence guru Mark Grieve provided this information.
We have a web chat template and we ask the customer for the best number to contact them. We also ask for a suitable time to phone the customer.
We then turn the web chat into a telephone transaction and transfer the phone call to the correct department.
If the customer is not available we create a service request to the department and ask them to contact the customer.
Happy to share our web chat templates with you if this helps.
Comments Off on Answer for Hi everyone, Wagga Wagga City Council has had Web Chat implemented for the past two years and has been fantastic. My question is how do you handle the queries that require technical knowledge? – for example a planning query that you may not be able to answer. We are just looking into some ideas on processes with Web Chat and would appreciate any feedback. Thanks Meredith