Pilot Period for Live Chat

live chat
November 16, 2020

As the new NSCN, we are committed to finding new and innovative solutions to deliver on our mandate of public protection and to be responsive to the public, registrants and other key stakeholders.

As part of this work, we are re-opening an eight-week pilot period starting on November 16 to determine if live chat is a useful and viable new tool to offer on our website.

What is live chat?

Live chat is an online customer service tool that allows users, like registrants and members of the public, to connect with our Customer Experience Coordinator in real time.

Live chat is a way for us to provide help immediately, either by answering your question right away or by providing you with the contact information for a member of our team who can help.

How do I access live chat?

Live chat is located in the bottom right-hand corner of our website.

Can live chat answer any type of question?

No. Live chat is a way for you to receive help right away and this may look different depending on your question.

If you have a common question or need help navigating the website, our Customer Experience Coordinator is able to answer your question immediately.

If you have a specific question, our Coordinator can help by directing you to a member of our team who will reach out to you by email or phone. This includes if you wish to discuss practice advice, registration and licensing requirements, a specific complaint or another complex matter specific to your unique circumstances.

Is there a real person behind the live chat?

Yes there is. Shelly Spears is our Customer Experience Coordinator and she is responsible for delivering a positive customer experience through live chat.

When is live chat available?

During the eight-week pilot period, live chat is available between 9 a.m. to 12 p.m. and 1-4 p.m. Monday to Friday. It is not available during statutory holidays or when the office is closed.

How are you going to evaluate the eight-week pilot period?

We will evaluate the success of live chat using:

  • Post-chat survey results completed by users
  • Usage and popularity among stakeholders
  • Internal demands and priorities

What happens after the eight-week pilot period?

After the pilot period, we will evaluate the success of the tool and make a decision on next steps. Stay tuned to our newsletter and social media this winter for more information.

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