Integrating online and offline

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In today’s fast-paced world, your users need to be able to access vital information and services 24/7.

As many organisations simply cannot afford to provide dedicated call handlers at all hours of every day, the most effective way of ensuring that you can always support your users is by combining online and offline services.

Our experienced consultants have helped a vast number of organisations to achieve this.

We will evaluate your users’ preferred channels of communications, and make recommendations about the most effective means of engaging with them on and offline. This could include:

  • Dedicated helplines
  • Email support
  • SMS
  • Online knowledge-bases
  • Live web-chat
  • ‘Ask a question’
  • Social media, including Facebook and Twitter

This will help your users be able to access dedicated help and services in a way they are most comfortable with, helping you offer more services with less resource.

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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.