FOA (Fagforening og A-kasse) is the third-largest trade union in Denmark, representing 169,000 members across 32 trade unions. Committed to providing the best conditions and opportunities for their members, FOA aims to ensure a strong professional community where individuals can find the help and inspiration needed to realise their full potential. Their mission extends beyond individual benefits, focusing on enhancing society as a whole through dedicated support for its members.

Background: Meeting the needs of members with modern solutions

FOA plays a crucial role in supporting its members by providing timely and accurate responses to all their queries. Recognising the potential of digital tools to improve service delivery, FOA identified live chat as a powerful solution to offer instant support, faster response times, and enhanced self-service options. This digital transformation was essential to accommodate members in their preferred communication channels, ensuring they received the assistance they needed whenever they required it.

Solution: Implementing live chat for enhanced member support

As part of their digital journey, FOA implemented live chat to better serve their members across Denmark. This strategic decision allowed FOA to provide real-time support and facilitate smoother communication between members and support agents. By integrating live chat into their platform, FOA enabled a more user-friendly experience that aligned with their commitment to member satisfaction. 

Results: Transforming member interactions with proactive support

The implementation process was swift and efficient, with FOA launching the live chat system within just three weeks. Mette Wiederholt Pedersen, Web Consultant at FOA, explains the process: “The most important for us was to make a rapid change of chat system and within a couple of weeks the live chat was launched!”  

As a result, members experience a more intuitive navigation system and a user-friendly platform that enhances their overall experience. The live chat feature allows FOA to better identify trends in member queries, enabling agents to adopt a more proactive approach to addressing common issues. 

Sabine Schwarts Jensen, Case Worker at FOAs A-kasse, adds: “Members don’t have to wait in a phone queue or call if they don’t want to. With the live chat, I can easily insert a link, give the accurate answer, and send it to members, so they get a response right away.”