8th July 2019 All Posts

A better customer experience starts with a better help desk

We’ve refreshed our help desk with a brand new look and feel to provide you with a more seamless customer experience.

Have you and your colleagues signed up to our help desk yet?

In this video, our Head of Customer Success, Stephen Brady briefly explains the features of the recently refreshed Help Desk and explains how to sign up.

It’s super easy, all you need to do is head over to our help desk using the following link connectchildcare.zendesk.com and click ‘sign up’ as shown on this image.

Top Tip: You don’t need to use the same sign in that you use for the Connect software. If you use Twitter, Facebook, Google or Microsoft, sign up with that email address and it will save you time in the future when you sign in…

What can you expect from our help desk?

  • The Knowledge Base
  • Consistent Customer Service: the Support Ticketing System
  • Live Chat (BRAND NEW feature!)
  • The Community Forum

The Knowledge Base

Providing you with clean and confident content.

Our Customer Success Team have a LOT of knowledge about certain customer queries and the best way to solve them.

We’ve taken all of that knowledge and built a well-stocked, web-based knowledge base to give you access to all of the relevant answers.

The knowledge base provides a faster self-service experience. Here you will find training videos, downloadable resources and help articles on how to use certain features of the software:

Consistent Customer Service: the Support Ticketing System

What is a ticketing system?

Our ticketing system is used by our Customer Success team whenever you ask us for help. It acts as a shared inbox for all of our customers’ questions and concerns.

When you ask us for help your Customer Success Consultant (CSC) will automatically have access to important information about you, including when you last requested support, what the issue was, how it was resolved, and even how long you had to wait for a resolution.

The ticket system allows our support team to streamline customer communications in a single ticket, all within an organised workflow. This leads to quicker resolution and escalation of individual support requests.

Our support system allows for an issue tracking system which can be used to improve our Customer Success team as a whole. It gives visibility into the big picture. If a specific issue is constantly being raised by multiple customers, the support team can be made aware of the issue and take actions such as bug-tracking the problem to our product team or providing an efficient self-service solution on our help desk.

Live Chat

Giving you the attention you deserve.

We understand that you are very busy people and sometimes you just need quick access to a real person without picking up the phone. With our new Live Chat feature you can proactively engage with us – in real time and we can give you the answers you need immediately.

in real time and we can give you the answers you need immediately.

The Community Forum

A place for customer conversations.

Customers talk to each other about what works and what doesn’t. This could be on social media, online review sites and on feedback forums. Feedback is crucial to us understanding our customers needs and we need it to be in one place to make it easier for our product team to monitor, so we built the Community.

The Community Forum gives you the opportunity to suggest new features, network with other like minded professionals and vote for features you love. The community is monitored by our product team so if a feature request gets enough votes, they will work on building it into one of our product updates.

To share your awesome ideas, click ‘join the conversation’ on the homepage of the help desk.

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About the Author

Marketing Lead at Connect Childcare