Online support via chat
Use chat to offer online support to customers using the Queensland Government website.
About this service
Chat extends contact centre support to customers in online channels. This support begins as an automated bot feature before connecting to a customer service agent when needed.
This is part of a suite of service channels offering a ‘one-government’ experience for Queenslanders. Customers can:
- visit the Queensland Government website to find information, services and have their say
- complete online transactions in the myQld portal
- chat to get guided support online
- phone 13QGov to speak to a customer support agent
- visit a counter for in-person support.
Who can use this?
All Queensland Government agencies and statutory bodies.
Features
- Initially automated (through a bot) then live agent support.
- Customer support from live agents at a Queensland Government contact centre.
- Content management of support topics.
- Service insights captured through integrated end-of-session feedback form.
Benefits
Agencies
- Faster service delivery—chat bots have the capability to answer large volumes of simple enquiries before needing to refer to a live agent and agents can process more concurrent enquiries simultaneously.
- Real time insights, analytics and monitoring.
- We work with you on service design, system configuration, infrastracture compatibility, data security and privacy compliance.
- Provide customer support process and training content.
- support model for contact centre assistance.
Your customers
- Quicker and easier support online at a time convenient for them.
- Less wait times—immediate, automated response from bots.
- Connected to live agent if bot does not resolve enquiry.
Use this service
- Email Digital Customer (Smart Service Queensland) at crm@smartservice.qld.gov.au to learn more and express your interest.
Get help
- Onboarded agencies contact to your agency digital or web team for advice.
- Email Digital Customer (Smart Service Queensland) at crm@smartservice.qld.gov.au to request support from our central team.