What is LiveChat?

LiveChat

So maybe you’ve come across a recruiter while you are on one of our websites: http://www.myheadway.com or http://www.headwayinresearch.com and even our Facebook page! Ever wonder how we are able to chat with you in real time? We subscribe to an online service called LiveChat. LiveChat is a live support web service that allows businesses to communicate or chat in real time with visitors to their website. LiveChat is used to provide immediate customer support and information to clients and candidates. LiveChat was first launched in 2002, and is used by more than 14,000 companies from 140 countries. Headway current uses LiveChat on every single career site.

LiveChat chat box that appears when you visit one of our sites.

Benefits of LiveChat for the Headway Candidate:

Headway Workforce Solutions implemented LiveChat to be able to guide applicants in real time through the recruitment process. There are many benefits of LiveChat which are listed below:

• Candidates are able to quickly ask questions regarding a position they are interested in applying for and receive immediate responses from a Headway recruiter.
• Any questions or problems a candidate may experience when submitting an application can quickly be resolved by a Headway recruiter on LiveChat.
• Candidates are able to promptly check on the status of their submitted application or completed assessment.
• These responses from Headway recruiters are obtained much more quickly than if the candidate had to try and call or email the main office.
• If a candidate has a question after hours, when a Headway recruiter isn’t available, they can submit a ticket with their question(s) to be answered by a recruiter the next day.
• Candidates who may have never applied to a job or filled out an application before, and need a lot of assistance, can rely on help from a Headway recruiter.
• Candidates can rate their experience on LiveChat and provide feedback for Headway recruiters.
• Candidates who are currently in the field working on a project through Headway can quickly get in touch with Headway recruiters if need be.
• LiveChat is also a great opportunity for candidates to be exposed to more recruiters and develop stronger relationships with recruiters within the Headway organization.
  

  If a candidate has a question after hours, when a Headway recruiter isn’t available, they can submit a ticket with their question(s) to be answered by a recruiter the next day.

Recruiter Perspective:

Recruiters are generally outgoing people. We really enjoy communicating with our candidates. LiveChat is another tool in our recruitment tool bag that allows us to communicate quickly and efficiently with our job seekers. Often times, LiveChat is the first line of communication, and it can open doors to new opportunities in just a couple seconds.

Headway recruiters all know each other. So even if a candidate is applying for a job that we are not currently assigned, we can put that candidate in direct communication with the recruiter working on that job opening.

Recruiters love helping everyone who comes to Headway seeking work. It’s what we do. How cool is it that?! With just a couple of keystrokes you can be in line for your next job interview!

Here are reasons why Headway recruiters enjoy using LiveChat:

• Cuts down on the amount of time spent pre-screening, and it can be more efficient in the long run during the hiring process.
• Gives the recruiter more of a hands-on approach to interact with the candidate.
• It’s easy to communicate with the candidate in real time.
• Cuts down on the amount of phone calls and voicemails. Its quick and easy, and a real time-saver.
• Recruiters are able to quickly point the candidate in the right direction.
• Allows them to have a direct link to candidates WHILE they are looking for work.
• Recruiters help candidates in any way we can. We get satisfaction in answering questions right away.
• LiveChat allows for superior candidate satisfaction when searching for work at http://www.myheadway.com or http://www.headwayinresearch.com

LiveChat recently recognized our outstanding efforts as customer service providers through our various websites and sent us three (3) Support Hero Capes!

Candidate Perspective

Candidates can rate their chat satisfaction during the chat using the “Thumbs Up” or “Thumbs Down” icons.

One function of LiveChat is that candidates can rate their chat and provide feedback for Headway recruiters. We have been hearing a lot of positive comments from our candidates when it comes to the ease of use and quick replies on LiveChat.

Candidates who are applying for work on http://www.myheadway.com or http://www.headwayinresearch.com like the convenience of having the LiveChat feature available. They like the one-on-one communication. Sometimes candidates will even ask the recruiter they are speaking with through LiveChat, if they are real or robots. They are pleasantly surprised when we inform them that yes, we are all real people and we are here to help them.

Take Melinda for example. She is a candidate applying for a Field Interviewer position. She had a problem uploading her resume to her profile for the job application. A simple request was made by her – “help, I can’t seem to upload my resume”. The recruiter responded with an offer to upload it for her if she could just email it to the recruiter. A minute later, her resume was uploaded to her profile by the recruiter and she could see it was now attached. Melinda was thankful because she didn’t have to look for a phone number or call a help desk. She had the convenience of a personal assistant right at her fingertips.

Bill from Wyoming wanted to know the status of his application for a data collector position he applied for two weeks ago. He typed his request into the LiveChat window and in less than a minute he was told this application is under review by the recruiter.

These are just a couple of examples of how candidates and job seekers alike use our LiveChat feature. It’s immediate, informative and it saves a lot of time.

So the next time you’re on our website and need help with an application or have a quick question, go to the LiveChat window on the bottom right side of the page and we’ll be happy to help you.

So the next time you’re on our website and need help with an application or have a quick question, go to the LiveChat window on the bottom right side of the page and we’ll be happy to help you.

LiveChat Tips:

Be Proactive – Searching and applying for jobs is work in and of itself. LiveChat agents are not necessarily there to do the work for you; they are there for added support. If you have questions as to how to use the tools on our website or how to run a job search on our site that is what LiveChat is there to assist with. Go ahead, and apply to the positions that you are interested in, and utilize LiveChat to answer any specific questions about the particular positions that you are interested in.

Always be Polite and Professional – It is important to realize that LiveChat agents are not typically assigned to LiveChat as a primary function of their role. Our recruiters take time out of their busy schedules to assist and engage potential applicants as an additional service offering. Be respectful of our time. Be prepared, and know what you need help with. Also, your interaction with a LiveChat agent could be your first interaction with a recruiter that could choose to submit you for consideration for a role. Make sure that any interaction, whether it be on the phone, over email or even on LiveChat presents you as the most qualified, professional, and committed candidate to be considered. It can go a really long way, and likewise, being unprofessional, could be used as a consideration when reviewing your application.

We hope you have enjoyed our blog article, and we trust it is both beneficial and insightful. Happy chatting and we look forward to helping you!

Source: http://www.livechatinc.com and various interviewers with recruiters and candidates

Article Contributions By: Amber Vierra and Vincent Angelo

Coming Up Next Week: A Closer Look at the CORE Team