The children’s support charity ChildLine has appointed Amaze to ensure that its digital services are optimised as more and more children are turning for support online rather than the 24 hour telephone service.
The ChildLine website has an online community so that children and young people can get help anonymously, access case studies and other advice.
But as demand on the website increases, the charity is struggling to manage all the requests for help and it currently takes up to ten times longer to process online than over the phone.
Amaze has previously helped overhaul the NSPCC’s website and will use similar methods to optimise ChildLine’s services.
One of the first actions will be to migrate the website to a new server to ensure that the services are more responsive, can deal with higher traffic volumes and will eventually integrate with the call centre and case management tools.
“In order for ChildLine to reach all young people in the UK, we need to ensure that we provide the best possible digital experience that is focussed on a child’s needs,” explained Helena Raven, head of digital development at the NSPCC.
“Our website currently has 315,000 young people registered as users, with 59% accessing the website via mobile devices in 2014.
“More children and young people will be seeking help via our digital services rather than the phone this year, and we know that we need to remain digitally relevant to young people as the technology they use continues to evolve at pace,” she added.
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