Engagement

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Our Oracle RightNow digital service platform helps you engage with your service users through a range of support options including:

  • Web self-service
  • Smart assistant
  • Mobile services such as SMS and apps
  • Live web-chat
  • Social media

These tools allow your users to access key information and support services, while allowing your operatives to focus on those most in need.

With our sophisticated technology, all user and donor communications are stored in the same place. This means your operatives can access all user contact records at the click of a button. Whether your users prefer to communicate via phone, email, SMS, web chat or social media, a complete automatic record of every contact with every user saves you time and ensures you operate at peak efficiency.

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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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