Businessolver Unveils Service Innovations to Deliver Unmatched Employee Support

September 10, 2024 at 10:06 AM EDT

Businessolver^®, a market-leader in SaaS-based HR and benefits technology, is proud to announce significant investments in their service-focused technologies, all designed to enhance the experiences of employees and deliver delight. These advancements underscore our unwavering commitment to delivering exceptional, empathetic support tailored to the unique needs of each individual.

“At the heart of these enhancements is our dedication to creating a seamless and supportive environment, where every interaction is guided by the principles of empathy and efficiency,” said Rae Shanahan, Chief Strategy Officer. “In our twenty-six years of serving employees in their benefits needs, we have learned an unwavering sentiment—employees do not want to shop for benefits. In our understanding of this truth, we have invested in technology and experiences that anticipate employees’ questions or needs and address them with the swiftest and most empathetic path to resolution.”

As every employee approaches service differently, our key innovations span the mediums in which we deliver support.

Key Enhancements Include:

Improved Member Self-Service: Through continued expansion of our proprietary AI which has been a mainstay within the platform since 2017, Sofia, our virtual benefits assistant, delivers even greater efficiency in her response to employees’ questions both in and out of enrollment. With the help of large language models, Sofia’s capabilities continue to expand to cover a broader range of subjects by aggregating information from multiple sources such as plan documents, member data, and conversation history to better support members making her more conversational, personable, and insightful than ever before. This includes constant evaluation and measurement to ensure high quality responses.
Anticipating Needs During Annual Enrollment: Based on feedback from 250,000 survey responses from the 2024 Annual Enrollment window, we’ve improved the ability of our tools to predict and answer common questions during enrollment periods, providing peace of mind and reducing the time employees spend searching for answers.
Greater Support for Advocates: Building on previous enhancements from 2022 which gave Businessolver member advocates access to Sofia to find answers to employees’ questions more efficiently and accurately, we are expanding the areas Sofia can pull information, allowing our member advocates more resources in which to provide the most personalized response.
Enhanced Member-Advocate Interactions: New capabilities, such as appointment scheduling with specialized agents, ensure that employees receive the right support at the right time, especially during sensitive situations.
Insights into Member Behavior: Updates to our Benefits Insights Dashboard enable employers to gain deeper insights into member behaviors, helping to continuously refine and improve the service and total benefits experience. With these dashboards, we deliver unparalleled trending data and strategic recommendations to support employers in better understanding the needs of their employees and more importantly, how to activate on those needs to drive greater engagement in their total benefit program. It also allows for greater insights to support coaching and learning opportunities for Businessolver’s member advocates.

For employers, these technological advancements translate directly into better support for their employees, which in turn leads to higher satisfaction and engagement. Employees who feel supported are more likely to engage fully with their benefits, leading to better overall outcomes.

At Businessolver, we understand that technology should serve to enhance the human connection, not replace it. That’s why our recent investments are centered on empowering our member advocates to provide the very best service, ensuring that every employee who reaches out to us is met with understanding, respect, and the highest quality of care. It’s also centered around delivering impactful recommendations to employers that they can put into practice for greater results.

About Businessolver

Since 1998, Businessolver has delivered market-changing benefits technology the empowers empathetic service supported by an intrinsic responsiveness to client needs. The company creates client programs that maximize benefits program investment, minimize risk exposure, and engage employees with easy-to-use solutions and communication tools to assist them in making wise and cost-efficient benefits selections. Founded by HR professionals, Businessolver’s unwavering service-oriented culture and secure SaaS platform provide measurable success in its mission to provide complete client delight.