Why All Family And Children Services Should Go Multi-Channel

Over the next five years, children’s charities will lose £405 in government funding. According to the study from the National Children’s Bureau, over 70 per cent of the charities who took part in the survey had responded by cutting staff and just fewer than 70 per cent had reduced their services.*How can your organisation reach more people, achieve greater user satisfaction and cut costs?

Research reveals that allowing people to choose between channels such as phone, email, Facebook, live chat and mobile means that more people are likely to engage and do so on more than one occasion.

What benefits does going multi-channel offer the family and children services specifically?

  • Sustaining, expanding and improving services.
  • A point of connection to those who are already
    using face to face services, or those who would prefer not to visit in person.
  • Fathers or other key carers can be
    systematically invited to use the service, ensuring they are fully engaged with
    their child’s health and welfare.
  • An effective way of delivering vital information
    on children’s health, smoking cessation, etc.
  • Parents who are dealing with difficult
    situations can build relationships and be sent information on key events, etc.

For most parents, attending a children’s centre will never be a first choice. For every person who would walk into a charity premises there will be 10-20 who will pick up the phone, and a further 100 who would rather go online.

The question here is not really if children and family services will go multi-channel but when and how.


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Case Study

Case Study: Grocery Aid

1.1.          Grocery Aid

1.1.1.      About our customer

Grocery Aid, the trading name of the National Grocers' Benevolent Fund, is the charity for the grocery industry. Grocery Aid helps people all over the UK who have worked, or are working, in the grocery industry and have now found that they need some extra support to get by. The help that Grocery Aid provides can make a very real difference and it provides not only monetary support, but also appliances and everyday items that many take for granted.

1.1.2.      The service we provide

The helpline was a new service for Grocery Aid. We set about improving the reach of their valuable service and sought to reach out to the people needing the help and support that they provide. In early 2010, Connect Assist successfully helped Grocery Aid launch their first helpline via our 24/7 Contact Centre. Today we offer multi-channel solutions via phone, e-mail, knowledgebase, ask a question and live chat.   The multi-channel helpline provides information and support to people and business owners working in the trade – from large supermarkets to corner shops. This includes an innovative ‘incident support’ service following attacks, arson and other incidents that are prevalent within the industry.


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