Case Study: Camden Council halves telephony demand with Talkative

Camden Council halves telephony demand with Talkative

Camden Council, a UK local authority, faced the challenge of handling huge volumes of daily inbound requests from its multicultural residents, many of whom did not speak English as a first language. They needed to provide accessible, real-time customer care in several languages while reducing the strain on their call center. To address this, they worked with vendor Talkative.

Talkative implemented a solution featuring live chat with automatic translation, social media messaging for SMS and WhatsApp, cobrowse, and video chat. This allowed advisors to assist customers in over 100 languages from a centralized dashboard. As a result, Camden Council systematically halved its telephony demand over a year and propelled its digital channel shift from non-existent to 41%, enabling them to better prioritize emergency and vulnerable resident requests.

Camden Council