January Support Update: Live Chat, Drop-in Sessions & More

18th January 2021 All Posts

January Support Update: Live Chat, Drop-in Sessions & More

We’ve got a lot to be excited about this month. For starters, the long-awaited Live Chat channel is back on the Helpdesk, allowing us to make personal connections with our customers and provide quick support that can be responded to in minutes.

But more importantly, with the needs of our customers in flux throughout 2020, helping our customers to meet their new challenges has been at the heart of what we do. As a result, our Customer Satisfaction rate is on the rise with our support tickets first-time fix rate at 68.5%.

We solved more than 17,315 tickets last year alone so we’re so pleased to announce that our team is growing. Please join us in welcoming Kat Wright and Meghan Kelly to the Customer Support team.

Introducing our NEW online Drop-In Q&A sessions with Charlotte!

We are also so excited to launch our new drop-in Q&A session. Come along to one of our online drop-in sessions to ask your ‘How To’ question LIVE to our software training and development coordinator, Charlotte Woods.

Stuck on staff registers? Or have assessments left you a bit lost? Whatever you’re stuck on – Charlotte can help!

We have set up a virtual training room, giving you the ability to join from your computer, tablet or smartphone.

Sessions will be held weekly on a Wednesday with the first session being held this Wednesday, 20th January 2021, 9:00 AM GMT, we hope to see you there.

Hot right now in Support

We’ve added links to some of our ‘hot right now’ articles below. Please be sure to check them out and let us know if you need any help.

Custom Reports in Connect Childcare

Connect Childcare offers the opportunity for a user to create their own bespoke reports. This means you can pick and choose the information to export out of Connect Childcare – meaning you can report on pretty much anything you need.

Find out how here.

Registering your Parents to ParentZone

This article will guide you through creating ParentZone accounts for parents. For parents with more than one child at the setting, please ensure you add them as siblings to ensure they don’t have to log in and out of ParentZone each time they wish to view each child.