Thanks largely to digitisation projects, our audience is now global and ever-expanding. In order to keep up with this, approximately a year ago we began trialling a new Live Chat service. This service is now part of our daily advice service from 11:00-15:00 GMT, allowing users anywhere in the world with access to the internet to connect with our advisers instantly.
As one of the ‘chatters’, Live Chat is one of the varied public duties I undertake each week. It is a great combination of the immediacy of a phonecall and the useful links that can be sent over email. It allows us to instantly point users to relevant parts of our website and know they are looking at the right page – a far cry from explaining step by step over the phone, or even by letter. Continue reading »