Adviser Chat

A wealth of resources has gone into building the ‘Adviser Chat’. We are continuing to update and develop it, providing our advisers with industry-leading advice.

Our Estate Planning Team receives the most enquiries. In the past two weeks alone, we have had 187 live chats, with an average response time of 1 minute and 38 seconds.

Matt from the Systems Team states, ‘Our Adviser Chat has added an exciting new component to our communication. We have 800 questions, and growing, about all areas of our business. From our processes, how to use Legacy Software, to knowledge about estate planning. It’s an excellent educational tool. Plus, our members of staff are still available for any queries via the Live Chat function Mon-Fri 9-5. It has made us more efficient as a business, improving our service to you, our advisers, and in turn, your clients.’

Laura from the Estate Planning Team reaffirms the positive outcomes from the Adviser Chat saying, ‘I think the chatbot is working really well. Advisers now receive near-instant responses to queries that can be answered quickly. This helps to improve your own efficiency when processing your own work and responding to your clients. Internally, our email numbers have decreased significantly meaning that we can spend more time on the more complex queries that require more time to review.’

What’s next for Adviser Chat?

In response to the feedback submitted by advisers, we are currently in the process of adding sounds to notify users and ‘how to’ guides.

Adviser Chat is yet another example of how we, are taking steps to improve and enhance the service that we provide to our members.

You can currently access the Adviser Chat via Legacy Software or Countrywise.

To use Adviser Chat, you must log in using your adviser code. Once you have done this, you will be sent a code to either your email or mobile number you will be logged in once this is typed into the Adviser Chat.

You can navigate through the options in front of you, or you can ask your question, for example, “What is a mirror will?” or “Why is ‘send to Alpha Legal’ greyed out”.

Helpful tip – Try to ask the Adviser Chat questions in the same way you would ask a human a question!

The Adviser Chat will provide an answer to your question and ask if this was answered correctly or not. Whilst we hope that this is always the case and that you will be able to answer ‘Yes’, we appreciate that on occasions, you may be looking for a different answer.

If you click ‘No’ you will have two options, you can either ‘Ask another question’. Here you can rephrase your question and try again. Alternatively you can click ‘I need to speak to someone’, this will be give you the choice of requesting a call-back or speaking to a live agent.

Choosing to request a call-back will take you to a form to raise a ticket, and one of our team members will return your call as soon as possible.

When choosing to speak to a live agent, you will be asked to provide your question. We keep a record of these so we can keep improving the knowledge within Adviser Chat. Then you will be able to pick the department you would like to speak to. From here you will be put through to the requested team who will investigate your query and come back to you with an answer.

It is worth noting that you are able to speak to any and all departments on the Adviser Chat and you can also be transferred between departments should you need or want to.

Please click on the following link if you would like to watch a video on how to use ‘Adviser Chat'.