The Challenge: empathy fatigue and emotional burnout

As The RealReal expanded, the Employee Relations workload expanded right along with it.  Jennifer White, Employee Relations Specialist at The RealReal, is a seasoned expert in a field that demands a high degree of empathy and emotional intelligence. An increase in employees typically corresponds to an increase in employees sharing concerns, which presents some unique challenges for the Employee Relation teams responsible for addressing these concerns:

1. Empathy Fatigue & Emotional Burnout: Jennifer’s role requires her to be perpetually available and empathetic to all employee concerns, a responsibility that can take an emotional toll. "As an Employee Relations Manager, my job is to be the person employees can turn to when they need support. There is a high degree of empathy required- which can be difficult to maintain during periods of rapid growth” Jennifer shared.
   
   Despite her dedication and expertise, the pressure to maintain high levels of energy and empathy across every employee interaction often left her feeling depleted by the end of the day. She found herself struggling to balance her genuine feelings of empathy for employees with the sheer volume of issues that required her immediate attention.
   
   
2. Employee Expectation for Immediate Response: When employees report a concern or share feedback, they often expect an immediate response. And things can escalate if they don’t get one. Jennifer explained, "When employees don’t hear back right away, they start to feel ignored and undervalued. Which is absolutely not the case." Any delay in communication can leave employees feeling isolated, as they begin to speculate about the company’s commitment to resolving their issues, further exacerbating their concerns.

The Solution

To improve her efficiency and prevent burnout, Jennifer turned to AllVoices, an employee relations platform that provides step-by-step workflows and AI assistance from Vera, your AI Copilot.

1. Alleviating Emotional Fatigue Through AI Support: Vera quickly became an essential tool in Jennifer’s daily workflow, handling the bulk of routine communication tasks. "Vera drafts these wonderfully detailed, empathetic responses" Jennifer noted. Vera’s ability to generate thoughtful, personalized messages allowed Jennifer to maintain the high standard of communication that employees had come to expect, without the emotional burnout. "It’s like having an extra set of hands that never gets tired," she added, appreciating how Vera’s support allowed her to conserve her energy for more complex employee interactions- like face-to-face meetings. 
2. Ensuring Timely Communication to Reduce Employee Anxiety: One of Vera’s key contributions was assisting with follow-ups, ensuring that employees received updates on their concerns promptly. "Before Vera, there were times when I couldn’t get back to someone right away, and they’d start to worry or feel neglected. Now, even if I’m swamped, Vera can send a quick, reassuring update to let them know we see them and we’re on it," Jennifer explained. This timely communication helped to alleviate the anxiety employees felt when waiting for responses, significantly improving their experience and trust in the employee relations process.
3. Streamlining Case Management and Enhancing Operational Efficiency: In addition to managing communications, Vera also guides Jennifer through the complexities of case management and investigations. "Vera helps me stay organized by suggesting steps, drafting reports, and summarizing key points. It’s like having a project manager that keeps everything on track," Jennifer shared. By automating many of the administrative tasks that previously took up much of her time, Vera enabled Jennifer to focus more on the human aspects of her role. 

The Results

The introduction of AllVoices, with Vera as a key component, transformed The RealReal’s approach to employee relations:

1. Enhanced Employee Engagement: Employees responded positively to the more detailed and timely communications they received, which made them feel more valued and heard. "One employee even thanked me for the ‘in-depth explanation’ Vera provided. That’s the kind of impact Vera is having on employee experience," Jennifer recalled. This improvement in communication helped to build trust and strengthen the relationship between employees and the company.
2. Increased Operational Efficiency: By automating routine tasks and providing structured guidance, Vera allows Jennifer and her team to manage their increased workload without sacrificing the quality of their interactions. "With Vera handling the administrative side, I can focus on what really matters—being there for our employees when they need support," Jennifer emphasized.
3. Reduction in Emotional Burnout: Vera’s assistance significantly reduced the emotional toll for Jennifer, allowing her to approach her work with renewed energy and focus. This not only improves her well-being but also enhances the quality of support she is able to offer to employees, leading to a more positive and effective work environment.

"Vera has been a game-changer in how we handle employee relations. She allows us to maintain the personal touch that’s so important in this work. Employees feel valued and heard, and I can focus on providing the support they need."

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