“If a paralegal is having trouble in the electronic case files system, they can click and have a chat with a representative who will answer their question,” explains Norman Meyer, clerk of the U.S. Bankruptcy Court for New Mexico. “You don’t need someone assigned specifically to the chat live. We already have a staff member on call. A window appears on their screen notifying them of a chat request.”

Read the full story: Online Chat Improves Service to Public.