Hi Lee,
Inner West Council is currently looking at launching a live chat option at a trial, using the chat module of contact centre Management system, TouchPoint, provided by Enghouse Interactive.
Although we are just in scoping phase at the moment, we are looking to offer it 8:30pm – 5:00pm which aligns with our operating hours and will initially ring fence the support with 2-3 CSOs until we understand the demand.
We are in the middle of a recruitment drive at the moment and are recruiting CSOs with previous experience in chat to assist in establishing this channel.