Charities expand their reach with live chat software


Charities are opening their communication channels beyond telephone and email by implementing live chat software onto their websites, helping more people reach out through their secure advisory services.

Charities can use live chat software in many ways, some charitable organisations use it to aid their fundraising while assisting benefactors to donate online, others use it to help those in need. But why is it a popular solution within the charitable industry?

Live chat software makes it easy for people to stay anonymous

Many charitable organisations deal with vulnerable members of society, many of whom may have reservations regarding contact, including fear of further contact from the charity causing repercussions. Caller ID or reverse look up could mean the phone number becomes exposed. The beauty of an online chat system is complete anonymity, the person instigating the chat can divulge the level of information they feel comfortable with, and they can even use a name they would be preferred to be called rather than their real name.

Having no record of the live chat helps those in monitored situations

If the person contacting the charity is in a closely monitored situation, calling an organisation will show up on a phone bill regardless of whether they use a landline or mobile, and getting to a public phone may not be an option, when sending emails the thread can be deleted however there is a possibility that the charity will send a response before the person can read and remove the email.

Online chat ensures the records are confidentially stored within the organisation. This ensures no trail is recorded at the visitors end should they not want any record of the chat that took place.

Being as secure as a payment page means no internal or external entities can pry

The majority of chat providers encrypt the stored chat ensuring only authorised representatives of the charity can gain access. Most chat software is as secure as a payment page preventing unauthorised access during transmission.

Secure log in, permissions for access to stored data and IP address lock downs should all feature within reputable providers’ offerings.

What are charities using live chat software to help with?

Click4Assistance have been working with charities for over 10 years, including Citizens Advice Bureau’s, Housing Associations, and independent charities from all over the UK.

  • Home Heat Helpline advises people worried about paying their energy bills and keeping warm during winter, giving advice to low-income households in urgent need of heating help and advice.
  • Beat supports anyone affected by eating disorders or difficulties with food, weight and shape, they give advice to those directly affected, parents/family of those affected and even those who have recovered but still need a little support from time to time.
  • The Children’s Society runs local projects to help children and young people when they are at their most vulnerable; they also campaign for changes to laws that will help improve the welfare of these children and young people.

The charities above all use an online chat system in order to improve lives. Most charities will be working with volunteers therefore their resources can be stretched. Live chat software allows them to converse with and advise multiple people promptly and at the same time unlike phone calls and emails where they can only manage one at a time.

Live chat software is beneficial both to the charitable organisation and for the people using it to get help; therefore it’s no surprise that many more charities are adopting this approach to assist people in need on a daily basis.

Gemma Baker is the Marketing Executive for UK live chat software provider, Click4Assistance, with a range of digital knowledge within PPC advertising, SEO practices, email campaigns and social media.

  • Amanda

    Good article, great to see charities getting a bit more tech savvy!

    • Thanks Amanda, I think charities have a great opportunity with live chat to connect to people who may otherwise find it difficult or uncomfortable to talk to someone over the phone or face to face.