ONBOARDING SUPPORT
High-touch service that starts with onboarding
Lively’s human approach to service is first felt through the onboarding experience.
Your Customer Success team works with you every step of the way, starting with personalized implementation plans and kick off calls to assistance with day-to-day management.
DEDICATED POINT OF CONTACT
Responsiveness that doesn't stop after we get your business
Your Customer Success Manager* is with you from start to end. They remain intimately familiar with your organization and are your reliable, single point of contact year-round.
Lean on them for:
Personalized recommendations to design your Lively benefits
1:1 meetings as part of on-going support
Company-wide employee education sessions
Dedicated support during Open Enrollment
Best practices to boost adoption
*A dedicated Customer Success Manager is available for employers with 250 employees or more. Employers under this range will be serviced by a dedicated team of experts.
RESPONSE TIMES
The proof is in the numbers.
A benefits partner that (actually) responds when you need us.
30 seconds or less
Over 95% of account holder calls answered in less than 30 seconds.
60 seconds or less
Lively responds to chat support inquiries in less than 60 seconds on average.
2 hours or less
Lively responds to email support inquiries in less than 2 hours on average.
95% first touch resolution
No bouncing around call centers. Lively resolves 95% of account holder issues on the first call.
RESPONSE TIMES
The proof is in the numbers.
A benefits partner that (actually) responds when you need us.
USER REVIEWS
Reliable. Transparent. Prompt.
Participants praise Lively’s service
We know responsive support can make all the difference. That’s why Lively account holders report a satisfaction rate 3x higher than the industry average for other providers.
Great support team - I have consistently had good experiences with any team member I talk to on the phone. [...] Overall excellent customer service.
And Benefit Consultants love to recommend Lively
Recommending Lively gives you peace of mind knowing that your clients are in great hands.
I’ve been sending every, single one of my HSA groups to Lively for over two years because of the service my clients receive.
CUSTOMER STORY
“Proactive, patient, and awesome support.”
- Valeice Reaves, HR Benefits and Wellness Manager at UCAN Chicago
Administrative complexities and change management struggles are easy to tackle with quality support by your side. Read this customer’s story.
Customer stories
Lively’s customer service has been such a highlight for me. It’s the responsiveness and the manner of the service itself. I like how I'm being treated.
Customer stories
Lively’s customer service has been such a highlight for me. It’s the responsiveness and the manner of the service itself. I like how I'm being treated.
Ease of access. A great account management team. And having employees be able to easily access their money when they need it.
FOR BUSINESS
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