Live Chat – for Enhanced Employee Experience & Consistent Corporate Communication

We’ve all encountered Live Chat when navigating the Internet – whether we’re shopping online or searching for information – those automated “pop-up” windows asking if you’d like help or have a question.

You may find them either annoying or helpful, but those who take advantage of Live Chat often get the answers they want and need much more quickly than those who don’t. Live Chat provides online marketing and live support for web users enabling organizations to communicate with customers, employees, colleagues, vendors and prospects in real time. And, for companies that have integrated Live Chat functionality into their HR Shared Services Center, the relationship between the firm and the employees can be greatly enhanced.

The Live Chat module in an HR Shared Services delivery solution ensures consistent communications between HR professionals, executives, managers and employees through tight integration with employee records and case management as well as the knowledge Base and Survey modules. Consistency across all HR channels gives all the individuals involved the confidence that they are on the same page as regards any information exchanged, issues presented, responses required, schedules to meet and resolutions to be handled. Using Live Chat automatically creates a new case, or updates an existing one, populating the case file with employee information from the database and streamlining the entire case management process.

Agents are able to revise and update cases quickly and easily from data entered into Live Chat windows. Recommendation Engine technology also provides for key word searches by agents based upon employee entered words – searching Knowledge Base for appropriate answers – which the agent can then pass along to the employee through the chat interface. When a case is resolved, a closure email may be automatically send to the employee – complete with a link to an online satisfaction survey to close the loop, ensuring a positive experience and gaining valuable insight into the process.

HR Live Chat module capabilities also include the creation of a secure case audit trail – recording the entire process from case inception through resolution to ensure that process consistency; employee and agent communication and HR productivity – are all established and maintained.

Open, consistent communication and accessible, beneficial processes are the hallmarks of good HR Shared Services – and user-friendly Live Chat provides another avenue to help keep the lines of communication open and consistent – to best serve both the firm and its employees.