Digital channels

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We provide self-help solutions for your users, such as knowledge-bases, Smart Assistant software, online assessments and mobile apps:

  • Self-help solutions for your service users: Increasing the number of people seeking support from an organisation would prefer the capability to help themselves, at least initially.
  • Smart Assistant: When your users make email enquiries Smart Assistant intuitively replies, automatically routing them to a digital response, such as an online assessment, further information or links to relevant knowledge-bases.
  • Online assessments: Our digital platform allows your service users to complete self-assessments through your website. Our intelligent software will then refer the user to the appropriate help and support options, whether it is practical information and guidance online or a direct line to a specially trained counselor.
  • Live web-chat: Your service users and web visitors will often prefer to interact with you via live web chat from your website. Live web-chat allows you to help your users when they need you most.
  • Mobile device apps: Our intelligent software allows you to easily create dedicated apps for your users to access help and advice whenever and wherever they need it. Now you can deliver services to your audience ‘on the go’.
  • Social media: Connect securely with your service users through various social channels including Facebook and Twitter.

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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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