Introducing Connect Childcare’s New Customer Help Desk
We’ve been busy behind the scenes, ensuring our customer Help Desk is better than ever! We’ve updated videos and rewritten articles, giving everything a fresh look and feel. The revamped Connect Childcare Help Desk is now live and ready for you to explore.
If you are a customer, you can log in here: Connect Childcare Help Desk.
So, what’s new?
- A shiny new design for faster, easier support.
- Hundreds of updated help articles to guide you.
- Brand-new help videos—starring our software training and development coordinator, Charlotte.
- Quick access to everything Connect—community, referrals, FAQs & more.
To give you the inside scoop, I sat down with Gareth, our Head of Customer Support to chat about the exciting changes.
So, what’s changed with the Help Desk?
Gareth: The entire platform has had a refresh! We’ve made it quicker and easier to find the information you need. Hundreds of articles have been updated, and we’ve introduced brand-new video guides. We understand that everyone learns differently, so we’ve created content in multiple formats—whether you prefer reading, watching, or listening, there’s something for you.
What prompted you to update, and what’s your favorite feature of the new Help Desk?
Gareth: We wanted to align it with the Connect Childcare brand, keep it up to date, and give our customers the best experience possible. The new structure makes it easier to follow step-by-step guidance and find valuable content quickly.
I love the Common Questions section. It covers all the key FAQs about hardware, devices, contracts, and onboarding, making it easy for customers to find answers quickly without having to reach out. This not only saves time for customers but also allows our team to focus on more complex issues, providing even better support.
What should customers do if they want to be added to the Help Desk?
Gareth: Just ask your setting’s superuser to get in touch with our support team by emailing customersupport@connectchildcare.com, and we’ll set you up in no time!
And if they can’t find what they’re looking for?
Gareth: No problem at all! Our support team is always here to help. Just email us or raise a ticket on the Help Desk, and we’ll do our best to resolve your query quickly. We’re also keeping track of what’s being searched to make sure we cover everything. If you notice something missing or have feedback, you can share it with us using this form.
Why was improving our Help Desk so important?
Because we care about customer service! We want to make sure you have all the support you need, exactly when you need it. That’s why we’ve put so much effort into improving the Help Desk – to make it easier and more useful for you.
And speaking of support, a massive shout-out to our incredible Customer Support Team! They’ve gone above and beyond this year, achieving an outstanding 95.1% CSAT rating and resolving over 13,000 support tickets. They truly embody our ethos: big enough to deliver, small enough to care.
At Connect Childcare, we’re always looking for ways to improve. If you have any questions or suggestions about how our Help Desk can be even better, let us know! You can contact us at customersupport@connectchildcare.com.
We’re here to help! We can’t wait for you to experience the new and improved Help Desk—you can visit it here. Let us know what you think!
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About the Author
Content Marketing Executive at Connect Childcare