Case Study: Fylde Borough Council achieves 69% reduction in enquiry costs and faster, more accessible responses with WhosOn Live Chat

Fylde Council - Customer Case Study

Fylde Borough Council, a coastal district in north-west Lancashire with an older-than-average population, was facing growing volumes of public enquiries and increased reliance on its website as the primary information source. The council needed a platform to help visitors quickly find relevant content, reduce costly phone and face-to-face contacts, and improve accessibility for hard-of-hearing users while maintaining high service standards.

Fylde replaced its previous chat service with WhosOn live chat, enabling agents to push pages, attach and receive forms in real time, and use analytics to fix problematic web content. The change cut contact costs significantly (live chat is 69% cheaper than telephone and face-to-face is over 330% more costly than chat), boosted customer satisfaction and accessibility, drove month-on-month uptake of chat while reducing email volumes, and allowed agents to handle multiple enquiries more efficiently; the council is now planning to add ticketing to further streamline follow-up.

Fylde Council

Andrew Cain

Customer Service Manager