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.

Watch our video

Case Study

Helplines Association

The Challenge was to modernise the labour-intensive, paper-based evidence-gathering process for THA’s Helplines Standard accreditation scheme.

Services used: Digital Service Delivery