City of Charlotte launches easy 311 CHAT feature

Britt Clampitt
brittany.clampitt@charlottenc.gov
3/4/2019

CHARLOTTE, N.C. (March 4, 2019) – It is easier than ever to get answers to some of your most pressing CharMeck 311 questions. 

Starting March 4, City of Charlotte and Mecklenburg County customers can access a new CHAT feature when they visit the 311 website​, whether from a personal computer or a mobile device. Customers will receive the same service via CHAT as they would by calling 311.

Although customers still have the option to call, 311 Division Manager Raquishela Stewart said a recent study indicated that many people prefer to use mobile devices or websites to get information. 
 
“I’m really excited because what it will do is it will allow residents to have a choice,” Stewart said. “It allows those who are busy to be able to continue to do what they need to do, whether it’s with their children or with their work, and still be able to get their community needs taken care of and to receive information.” 
 
Being able to provide answers to simple service requests via CHAT also increases 311 staff’s capacity for accommodating more complex customer service issues, according to Stewart. CHAT users can also request an emailed copy of the transcript.  
 
“Now they’re going to have this information at their fingertips anytime they need it,” Stewart said. 
 
Representatives will be available to answer questions via CHAT from 7 a.m. to 7 p.m. Monday through Friday, mirroring 311 operational hours.

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