First : Johnetta
Last : Bond
System or Organization: District of Columbia Retirement Board (DCRB)
Topic: Live Chat
Your Question/Comment: DCRB would like to know if there are any pension systems that have implemented a “live chat” solution for customer service staff to communicate with members via the internet.
If so, please provide how widely it is used by your members. Please share any stats collected.
Can you share whether the chats have been more personal to the member’s specific information or more general in nature?
Are your chat responses all scripted or are they mostly free flow in your response based on the subject or question being asked?.
Note: NPEA respectfully requests respondents share as much as they can via the blog so everyone can learn from those experiences. If an issue is overly technical, we would greatly appreciate respondents who are willing to be contacted include their contact information within their blog post. Thank you!