‘LinkChat’ is an online instant-messaging system, allowing customers to type out questions and concerns, and then receive real-time advice and information. The new system, using software by Zopim, will help Link engage more effectively with its customers, especially the growing number who want to get help and advice online.

An additional benefit of ‘LinkChat’ is that it has an automatic translation feature for those whose first language is not English.

Joliane Philip, customer service manager, said: “As part of our customer service standards, we want to put our customers first and deliver services that are accessible to everyone - ‘LinkChat’ is another way for our customers to get in touch with us. It’s quicker than using the phone and we can provide a complete transcript of the entire chat to anyone who uses it. ‘LinkChat’ is already proving popular with almost 400 Link customers using the service during its trial period.”

‘LinkChat’ is available Monday to Friday, 9am to 5pm. It is offline outside of normal working hours, but customers can leave a message and a member of the Customer Support Team will reply as soon as Link opens for business again. LiveChat is available on PCs and mobile devices at www.linkhousing.org.uk.