Employment Hero boosts small business HR support, cuts wait times

Employment management technology firm Employment Hero has introduced advancements in its customer support platform, enabling small businesses to resolve HR and payroll queries more quickly and independently.

Support enhancements

Employment Hero has implemented real-time tools and self-service resources for its customer support operations. The company reports that more than half of all queries are now addressed instantly through guided support features. Live chat services have achieved customer satisfaction scores above 85%. Wait times for customers seeking human assistance have dropped from hours to just minutes.

Reducing friction

"Support isn't just about answering questions - it's about removing friction. When people can find answers quickly, they stay focused. That's what today's businesses need: support that helps them keep moving," said Cynthia Wong, General Manager of Customer Experience, Employment Hero.

Small business impact

One business benefiting from these improvements is Grain and Bake, an Australian contract manufacturer employing more than 80 staff on varying shifts. HR Manager Trudy Mortaruolo explained that the time required for routine payroll processes has been dramatically reduced.

"Before, we'd spend three days every fortnight processing payroll. Now it's done quickly and systemised, and I have time back to focus on people, not paperwork," said Mortaruolo.

Quick resolution

Mortaruolo highlighted the value of accessing immediate support. "In HR, things pile up fast. So if I can't fix something straight away, it delays everything else. Now, I can use the chat function to sort things immediately - no more sending an email and waiting 24 hours. That kind of instant help is gold."

She also noted the clarity of the self-service materials provided. "Even the how-to guides are great, they've got videos and clear steps. I can work through issues myself. It just saves so much time."

Operational flexibility

The new support channels are designed to assist small business HR teams with tasks ranging from onboarding and payroll management to compliance requirements ahead of financial reporting periods.

"When people can find answers quickly, they stay focused. That's what today's businesses need: support that helps them keep moving," said Wong.