How users feel about webchat

Webchat is a support channel where users can talk to advisers through real-time online text chat. We ran an alpha to learn from departments that have been using webchat and to learn what works for users.
Webchat is a support channel where users can talk to advisers through real-time online text chat. We ran an alpha to learn from departments that have been using webchat and to learn what works for users.
Jimmy Leach from the GOV.UK team explains why what might be considered the ‘disinterested’ approach is the key to coming up with a fresh way of doing things.