Sussex Police: Connect Assist created an online help centre and web chat service

Sussex Police is at the forefront of community policing in the UK and has a strong digital presence.  Sussex Police asked Connect Assist to deliver web chat and the online Help Centre to support the 101 non-emergency helpline operated by the force.Screen Shot 2014-01-10 at 12.17.01

In its first five months, the Help Centre delivered over 200,000 visits from members of the public seeking advice and information on a range of community policing issues, including crime prevention, traffic issues and much more.

Jo Ball, 101 Contact Centre Manager, said:  “The online Help Centre was our first attempt to create a digital non-emergency helpline service for people in Sussex.  This has helped Sussex Police to deliver policing advice to more people in Sussex at less cost.  Connect Assist helped us take important steps in our digital journey”

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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