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Chat Now Service

Chat Now Service


Annual Statistics


The Chat Now service is now well into its second year and is currently answering approximately 1190 chats per month (6 month average). The majority of these contacts are from suffering alcoholics seeking help.

We have seen a steady increase in chats over the last two years as our responder pool has grown and we have increased manned hours.

Chat Now Stats

As of 08:00am 10th April 2019, we have answered a total of 28,275 chats from a total 29,591 Chat Requests. (826 missed)
Average Response times: 00:08 Avg. Chat Duration: 13:50

Chat Now Stats for the last 12 months

For the Past Year to 10th April 2019, we have answered a total of 13,851 Chats from a total 13,895 Chat Requests. (44 missed)
Average Response times: 00:04 Avg. Chat Duration: 13:27

Below is a graph summarising the number of chats we received monthly to February 2019.
(The service officially went live1st October, 2016 but some chats taken prior to that while the service was being tested.)





Missed chats have been reduced considerably since the team agreed a maximum response time of 10 seconds. As a further precaution, several responders have text alerts set up to notify them if an incoming chat is going unanswered. July 2018 saw one missed chat compared to 38 in July 2017.



If you are interested in becoming a Chat Now Responder,


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A report was presented to the Electronic Communications Sub Committee in October 2017.

Statistics Jan - Nov 2017 may be read here.

A number of graphs have been drawn illustrating these figures. Here is one of them:

 


Missed chats have been reduced considerably since the Chat Now team agreed to an optimum response time of 10 seconds. Also, several responders have text alerts set up to notify them if an incoming chat is going unanswered.




For a commentary, and for two other graphs to December 2017 indicating the yearly trends, look here.
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If you are interested in becoming a Chat Now Responder,


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Background

Conference 2016
approved the setting up of a new service, to be called Chat Now. It will allow web users to contact a member of the Fellowship through an interactive web button. This service is aimed primarily at newcomers.

Training of a few volunteers has been taking place, Chat Now 'went live' on 1st October, 2016. Initially, it will be available for around 2-4 hours per day. As experience grows, we hope to expand the hours available.

If a responder is logged on, then he/she should be able to answer almost immediately. If no responder is logged on, then the user is invited to use the Telephone or Online Response Services.

If you think that you might like to become a Chat Now Responder, then please go to the Vacancies section of the Electronic Communications Sub Committee. That page may be found here.