Now that the Live Chat feature has been in place for nearly a year, here are some helpful tips and reminders to make these chat interactions more beneficial to you.
Yes, You Are Chatting With an Actual Employer Relations Team Member
When you initiate a chat, you will initially be answered automatically by a “bot” letting you know we have received your chat. Please rest assured that as soon as we introduce ourselves, you are chatting with a human! Please initiate your chat with your name and employer, which helps us pull up your account quicker.
Seamless Transition to Other Support
Live Chat is great for quick questions like, “How do I pay a late charge?” or “How do I check if this new employee is already a member?” But not all questions are that easy. If we are not able to resolve it by chat, we are happy to jump on a phone call with you to gather more information or even schedule a Google Meet for further discussion. Sometimes, we may ask you to submit a secure message instead of continuing the chat, especially if your question requires another team’s review or input.
Chats Will Time Out Due to Inactivity
We understand that you may get called away suddenly after initiating a chat. If you’re unable to complete a chat or if you stop responding, we will end the chat after a period of inactivity and ask that you initiate a new chat when you have more time. We also know that technical issues can arise on either side of the interaction, so we thank you in advance for your patience if we have to disconnect a chat and ask you to initiate a new conversation.
Form or Document Requests Must Be Submitted by Secure Message
Live Chat is not the platform to use if you need a form or document sent to you. We are only able to attach images to chats, usually to illustrate a process or provide the information with a picture. We cannot attach documents or PDF files. If you need a copy of a report or a form, we will direct you to submit a secure message with your request.
Be Ready With Employee Information
To ensure you receive accurate information, if you have an employee-specific inquiry, we will ask you to provide the employee’s name and the last 4 of their Social Security number. Please note we will only release information that we are statutorily allowed to release per Arizona Revised Statute 38-755(D).
When Can You Reach Us?
To use Live Chat to interact with the Employer Relations team, you must first log in to your ASRS Employer Secure account. Live Chat is manned by the Employer Relations team 6 a.m. to 5 p.m. Monday thru Wednesday, and 6 a.m. to 4 p.m. on Thursdays and Fridays.
By Genevive McBride, Employer Relations
Published 10/31/2024
