If you’re an employer looking for the “CliffsNotes” version of what tobacco cessation coaching via live chat is all about, you’ve come to the right place.
Most chats I complete as an EX Coach are with actual members in the EX Program but I also chat with potential clients as they test out our service. Kicking the tires gives these benefit managers an idea of what it will be like for participants. But it also gives me an opportunity to share what I’m passionate about—helping people quit tobacco.
There are a variety of questions HR managers ask but some of the most common ones include:
What questions do most people ask when they start a chat?
Here are questions participants typically ask with my responses:
- “How do I get medication?” If their sponsor provides a medication benefit, it’s a 5- to 10-minute process I can complete with them in that moment.
- “Why is quitting so hard?” Because of how addictive nicotine is, the habits associated with their tobacco use, and the emotional attachment that often develops, many people find it challenging to quit for good.
- “What is the best way to quit?” Using a program that offers a cohesive plan to quit. This includes medication to help with the physical cravings, a plan for common trigger times, and strategies to cope with emotions.
What’s different about phone coaching vs. live chat coaching for tobacco cessation coaching?
One of the best ways to leverage the motivation to quit tobacco into a success is to provide access to coaching in the moment smokers need the support. With live chat, the user initiates a chat or schedules an appointment with a coach via mobile device or desktop.
Once they click to chat, they are instantly connected to a live human EX Coach. No hold music, no robot phone dialers, or phone tag—just a real person like myself wanting to help them where they are at in their quit process in that moment.
The “stuff” of coaching via live chat is the same as they would get by telephone; it is just more convenient and discrete to get coaching through our live chat platform.
How long have you been in the tobacco cessation field?
All of our EX Coaches bring different backgrounds to this work but every coach is a certified tobacco treatment specialist. I’ve personally been in the field since 2004.
How do you engage the people who are only doing this for the incentive?
First, I let them know that it’s OK; I appreciate their honesty.
I ask open-ended questions to help them explore what they enjoy about using tobacco and what they might see as benefits to quitting. Most importantly, I don’t judge where they are at on their journey because I know simply thinking about the idea of quitting is a planted seed that eventually may grow into a desire to quit.
What about people who aren’t computer savvy?
Live chat allows me to assist members in getting to different areas on the EX website. The program also is mobile friendly so members can even chat with an EX Coach on all devices, not just a computer.
What can I do to make this successful for my employees?
Explain that EX Coaches are not the tobacco police and that we are here to help them on their path to quitting. We’re regular people, just like them, who understand how hard quitting is and want to help them succeed.
We also recommend leveraging the expert guidance of our Client Success team that will provide customized support, including co-branded promotional materials to let employees know that chatting with a coach is free to help them quit. Employees can’t use something they don’t know exists!
Try live chat counseling with an EX Coach
While those are some of the most common questions I receive from chats with employers, it certainly isn’t a comprehensive list.
See the benefits of using a live chat coach today by connecting with us to see a demo.
Interested in learning more about how live chat works? See our blog Is Live Chat Coaching an Effective Quit Smoking Method?
