Case Study: Dorsetforyou.com achieves channel shift and cost savings with Agilisys Engage web chat

Using webchat to drive channel shift at Dorsetforyou

Dorsetforyou, a partnership of seven local authorities, faced the challenge of reducing expenditure due to cuts in central government grants. They sought an innovative solution to drive channel shift from costly phone calls to digital services. To understand the potential of web chat, they engaged vendor Agilisys to implement a pilot using the Agilisys Engage product.

Agilisys implemented their Engage web chat tool, focusing on specific service areas, and trained customer service officers. The solution intelligently offered chat support to users who seemed stuck on the website. The results were highly successful, with 78% of surveyed users stating they would have called otherwise, a 90% customer satisfaction rate, and a cost saving of over 50% per contact compared to phone calls. Agilisys's solution not only proved immediately cost-effective but also provided insights that led to website improvements, further reducing contact volume.

Dorsetforyou.Com

Martin Bottomley

Website Manager