Chatting to the government
Here in the UK our government has been evaluating web chat as a way for people to ask for information and advice from government departments. The short blog post, How users feel about webchat, is quite interesting because they're just discovering some of the things we're already very familiar with at 7 Cups:
"Some users found it hard to believe it was a human and not a software program replying to them over webchat. Users said if it was a robot replying, they didn
@RarelyCharlie, thank you for sharing! I appreciate you keeping us in the loop as things get updated. Ultimately, for all of these services, we need to look at outcomes. If chat helps people as much as phone, then I think it is something they should strongly consider :).
Also, please keep us updated on your other efforts! Appreciate it!