As consumers adapt to an ever-changing technological world, they expect their service providers to keep pace and offer new and innovative experiences. Many of today’s services have transitioned online to meet the increasing demand of customers who want instant gratification, to access them when and how they’d like. They expect to shop, bank, and book a vacation via the Internet, 24/7/365, using only a few keystrokes.
Social media innovations like live chat tools are being developed to provide clients with immediate and private counselling support in a secure setting. This type of environment provides individuals with a level of anonymity which can appeal to those who are looking for an alternative to in-person counselling.
Shepell•fgi, the leading provider of integrated health and productivity solutions supported by a full range of programs and services to address the mental, social and physical health issues that impact employee and organizational health, offers a product called First Chat in the synchronous text-based clinical counselling space.
This article first appeared in the Summer 2012 issue of TILT Magazine ~ Therapeutic Innovations in Light of Technology.
Click here to read the entire PDF version of the First Chat: Attracting New EAP Users through Online Text-Based Chat Services article.
Barb Veder, MSW RSW, Director of Clinical Services for Shepell•fgi
Stephanie Torino, MA Counselling Psychology, First Chat Supervisor and Client Care Counsellor for Shepell•fgi
Kelly Beaudoin, Clinical Communications for Shepell•fgi
Access TILT Magazine archives: http://issuu.com/onlinetherapyinstitute/docs