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 be initially 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. We do ask that you initiate your chat with your name and your employer, as this helps us pull up your account quicker.
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 four digits of their Social Security number. Please note that we will only release information that we are statutorily allowed to release per Arizona Revised Statute 38-755(D).
Please note, Employer Live Chat is for employer issues. If you need to check on your own member account, we will direct you to log into your Member Secure Account to submit a secure message or contact the Member Advisory Center at (602) 240-2000.
A New Co-Browsing Feature is Now an Option
Sometimes, when your issue is with an online application in your Employer Secure Account, it can be frustrating to try to describe what the problem is. This is when our new co-browsing feature comes in very handy. The new co-browsing feature allows us to connect to your browser to see what you’re seeing while we continue with the live chat or have you on the phone. Before we initiate any co-browsing, we will always first offer the option and wait for you to confirm that you want us to use this feature.
This feature only displays your secure account, so any other tab or application you may have open remains private and secure from our view. The co-browsing feature allows you to show us what you need help with and allows us to direct you easily.
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 know that you may be juggling many responsibilities, and after initiating a chat with us, you can get called away suddenly. 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.
Please note that, unlike secure messages, where you can continue to add to a thread, each chat is a new interaction, not a continuous conversation. When you initiate a new chat to follow up on your earlier inquiry, understand you may be chatting with a different Employer Relations team member who may need you to restate your issue.
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 are in need of a copy of a report or a form, we will direct you to submit a secure message with your request.
When Can You Reach Us?
To use Live Chat to interact with the Employer Relations team, you will need to first log in to your ASRS Employer Secure account. Live Chat is available from 6 a.m. to 5 p.m. Monday through Wednesday and 6 a.m. to 4 p.m. Thursdays and Fridays.
