• Marking the 10-year milestone: our anniversary event

    Over the last decade, Connect Assist has grown from a social enterprise of 12 employees to a team of 135, all of whom have played an essential part in strengthening our organisation. As of February 2016, we’ve delivered high-quality professional helpline and digital services to more than a million people.   Although we’ve seen Connect […]

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  • Q&A: How do we differ from The Call Centre?

    BBC Three’s The Call Centre documentary has sparked a social media storm. But is it reflective of everyday life in a busy call centre? We talk to one of our dedicated call handlers about her role. The Call Centre – a documentary series based on a Swansea financial services call centre – has caused a […]

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  • High Youth Unemployment – Is the sector ready to help…and gain?

    The statistics ever-present in the news in recent weeks show that youth unemployment is higher than it’s ever been and that if we’re not careful it could destroy a generation of the nation’s young people[1]. This is very worrying indeed, if not entirely unexpected, but it has interesting potential connotations for the charity sector. Is […]

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  • Social Media Sounded Out For Advice

    Monday 18th June 2012 Press Association Young people are using Facebook and Twitter to help them deal with financial, social and emotional problems. People aged between 18 and 24 will also use YouTube and other social media networks to find solutions to problems because they appreciate its availability and speed of answers, according to research […]

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  • Charities Failing To Meet Demand For Services Via Social Media

    New research suggested this is now preferred support channel for many Britons Social media is rapidly becoming the method of choice for Britons when seeking advice or looking to access support services, according to new research launched today by social enterprise business Connect Assist. The findings show a massive eight out of ten 18-24 year […]

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  • Social Media ‘Should Not Just Be For Fundraising’

    Charities should be using social media to deliver services, according to research carried out by social enterprise Connect Assist. According to a survey carried out by the contact centre solutions organisation, 80 per cent of 18 to 24-year-olds and 73 per cent of 25 to 34-year-olds use Facebook, Twitter and the internet to get financial, […]

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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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