Southern Downs Regional Council is actively looking into options for web chat. I am particularly interested in not just the chat aspect and resources required to be dedicated but also whether other Council’s are then capturing the interaction into a corporate information management system and if so, how. Would love any advice/experiences with this. Cheers – Keith
We use a system called Pure Chat at Clarence Valley. It has been going extremely well and has everything that we were looking for in an online chat program at a reasonable price.
The process of registering the chat into our information management system is still manual however this is more to do with our corporate system than it is the chat program.
Pure Chat sends an email summarizing the chat exchange. The next upgrade of our IMS should allow us to do some smarts around registering these automatically.