Supply of Live Chat on Northamptonshire County Council website

Supply of Live Chat on Northamptonshire County Council website

As part of the Customer Relationship Strategy and Chanel shift strategy there is a requirement to ensure the website enables customers to help themselves where possible to reduce costs and ensure we have multiple access channels available for longer.

REFERENCE livechat

Awarding body Northamptonshire County Council

Est. value

£12,000

Est. Start Date: 01/04/2014
Est. End Date: 30/06/2014

Description

As part of the Customer Relationship Strategy and Chanel shift strategy there is a requirement to ensure the website enables customers to help themselves where possible to reduce costs and ensure we have multiple access channels available for longer.
At present if a customer can not find what they are looking for on the website or the function they need doesn’t work they have to call in, meaning a more expensive transaction.

Live chat will allow the customer to stay on their chosen access channel and connect live with an advisor in the Customer Service Centre to seek support.

The Customer Service Advisors will be able to handle more than one chat at a time increasing productivity.

A full requirements document is available upon request. Please contact Leanne Hanwell at the email address below for further information.
 

Additional information

Contract Type One off
Procurement Process Expressions of Interest
Option to extend Yes – after proof of concept there is a potential option to extend to 12 months
Estimated ValueText Description
Category Technical Equipment,
CPV codes 72000000,
Suitable for SME YES

Document Available Until

29 January 2014

14 days

Submission Return By

29 January 2014

14 days

extend contract options:

Yes – after proof of concept there is a potential option to extend to 12 months

Contact Details

Northamptonshire County Council
Leanne Hanwell
01604 368707

This contract is being managed by Northamptonshire County Council . To request documentation contact LHanwell@northamptonshire.gov.uk