Using MeBeBot as An App in Slack, Care.com Employees Get Instant, Consistent Answers to Their HR, IT, and Facilities FAQs
Care.com is a leading technology platform connecting caregivers and humans to meet all their family needs. Care.com has a global remote first workforce with over 1,000 employees in the United States and Germany. They view their employees as the heart and soul of their company and actively seek to find ways to best support their wellbeing. To support recent growth, improve employee communications, and improve the remote equity of their workforce, Care.com sought digital transformation solutions. In that search, they found MeBeBot’s AI’s Intelligent Assistant to augment their current employee services.
Communication and Remote Equity Challenges
Kristin Foxx, Senior Human Resources Manager, and Lynn Pattin, Senior Total Rewards Specialist at Care.com, joined MeBeBot’s founder and CEO Beth White on July 26th to discuss how MeBeBot’s launch in June has enhanced the employee experience and produced a strong ROI in just weeks. Kristin and Lynn recalled that before MeBeBot, they would receive common questions by email, to a group inbox, or general People Ops Slack channel from employees (often late at night and on weekends). Due to time zone differences, at times responses were delayed and it created additional manual work to respond to employee questions. Employees also found that it was confusing to get general answers in a shared Slack channel and that information related to benefits, payroll, IT, and facilities often required employees to know the various contact emails and slack channels. With the increase in employee growth, there was a greater need to streamline company-wide communication and ensure consistency of answers.
Digital Transformation to Empower Employee Experience
Growing companies find scaling communication companywide to be a challenge and Care.com is not alone in its experience. Beth shared research indicating that employees spend 30% of their workday searching for information and 60% of employees lack the time and understanding to find the needed information. However, within one month of launching, 20% of Care.com employees were actively using MeBeBot, and 897 of their questions were accurately answered instantly. Kristin and Lynn also saw spikes in the usage of MeBeBot after new hire onboarding days. Employees globally could now go to Slack, in their normal flow of work, and ask MeBeBot their questions and receive answers immediately and at any time. As a result, Lynn and Kristin are working with IT and Facilities toward “sunsetting” several slack channels and email inboxes, to reduce the manual responses to routine questions and drive adoption/usage to MebeBot instead.
Chatbot in a Box
Often, there is a misconception that something this powerful may require technical support and take time to set up. Lynn and Kristin shared that it took under eight weeks to partner with the MeBeBot team to launch and five minutes to install MeBeBot as an app in Slack. The configuration and setup were lightweight because MeBeBot contains curated answer templates for common workplace questions that they could easily edit to align with the Care.com policies, business processes, and culture. They also added their custom questions to best support the employee base. And they can also identify content specific to employees by certain geographical locations, based on whether they live in the U.S. or Germany.
What they enjoyed about MeBeBot is that they could edit and update the content at any time, so that they can make “agile” improvements in the overall answers to meet employee needs. Using the “helpful” or “not helpful” feature, employees can provide the Care.com team with real-time employee feedback to inform them which answers were not meeting expectations so they can update them in the Customer Admin Portal. Care.com mentioned that at launch, 15% of users reported missing information in responses, and now six weeks later, that number is down to 7%, so they are providing 93% accuracy in answers to employees.
Human-Centered Workplace Approach
Lastly, Care.com utilized the push notification and pulse survey features within MeBeBot for a successful launch. They could tailor employee messaging by leveraging the members of various Slack channels (based on location, role, or department within the company) and push it out directly within MeBeBot. The launch of MeBeBot brought the IT, Facilities, and HR teams together as a unified team in their shared mission to create a better support network for their employee population. Lynn and Kristin both shared that employees positively embraced MeBeBot and they were excited about the launch of MeBeBot. Care.com uses the MeBeBot data analytics to better understand what is top of mind for employees and how they can continue to improve the employee experience, which is data they did not have before.
Care.com also shared its strategy for encouraging employee adoption and usage, as they stressed that it was essential to have an internal communications approach. Gaining the support of the executive team was key, as MeBeBot was highlighted at company meetings, the HR, IT, and Facilities team members are adding reminders of MeBeBot to new hire orientation materials, to out of office responses, and to their email signatures. And they hosted an internal contest to “gamify” MeBeBot, to show employees that employees can get support in a fun and new way.
Beth also shared informative slides, to help educate the webinar attendees on digital transformation and why it is critical for all companies now. She provided examples of how Artificial Intelligence (specifically Natural Language Processing and Machine Learning) works to help automate answers to employees’ FAQs, while providing valuable people analytics and data, to shape the workplace for the future.
MeBeBot’s AI Intelligent Assistant, recently selected as a “Brilliant Bot” in the Slack App Directory, seamlessly installs in Teams, Slack, or web portals to provide employees with instant automated answers to global HR, IT and Ops FAQS. It also provides real-time usage Dashboards, Push Messaging, and custom Pulse Surveys, generating instant employee feedback on of-the-moment questions. MeBeBot’s “one-stop bot” is trusted by leading organizations to elevate the employee experience so work can be more meaningful and valuable.
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