24 Hour Support


Our dedicated call handlers are available 24 hours a day, seven days a week, 365 days a year, ensuring that your organisation’s users are kept in safe hands.

Our professional and experienced team will be on hand to offer information, guidance and support to your users, through the channels that suit them best.

Many of your users will prefer not to discuss personal matters face-to-face, or even over the phone, and that’s fine. If your users text, we’ll text them back. If they tweet, we’ll tweet them back. It really is as simple as communicating in the way that they feel most comfortable.

Many organisations will find it difficult to keep track of their communications with users over different channels, but our intelligent Oracle RightNow customer relationship management (CRM) software automatically stores it all in one place – taking the burden away from your team.

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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.