Bracknell Forest Homes has been testing a new live chat service on its website since February 2016. The pilot service not only gives tenants an additional communications channel to reach their housing provider but also enables contact agents to deal with multiple queries at the same time.
During the first six weeks of its launch, Bracknell Forest Homes dealt with around 160 live chats, with multi-skilled agents aiming to deal with most enquiries during the first point of contact, including repairs, rent payments and tenancy queries.
The service also enables documents and images to be exchanged between tenants and Bracknell Forest Homes during the chat session to make it easier and quicker to resolve any queries. The service works on smartphones and tablets and has operating hours that mirror the housing provider’s normal opening hours.