supportING YoUr Customers
Drive Better Customer Experiences And Outcomes
Times Are Challenging
Customers Are Facing A Wide Range Of Problems
Staff can lend a sympathetic ear but may:
- Feel powerless, unable to offer help or assistance
- Skim over sensitive topics, unsure of what to say
- Risk worsening situations by offering personal advice
It’s Difficult To Know Where To Point Customers In Need
Guiding customers to help is hard due to the:
- Vast range of personal situations and circumstances
- Fragmented and continually changing service landscapes
- Time needed to research and update service information
How can you consistently support all of your customers?
Introducing Support Hub
Signpost Customers To Suitable Support
Support Hub is an online directory containing information on thousands of external services including helplines, self-help resources, and support groups for any personal challenge or life event.
“Where organisations add value, customers recognise this – be it through advice or guidance, a listening or supportive position, we remember this. And we also remember the opposite when an organisation doesn’t show us care and attention.”
Jo Causon, Institute of Customer Service
Support Hub
Serving All Support Needs
Anonymised Analytics
New Customer Insights
Track impact and key customer challenges to inform decision-making. We can help you access help from our charity partners such as training and webinars.
Societal Benefits
A Collaborative Network
With our pay-it-forward scheme donate Support Hub to a charity of your choice and access new opportunities aligned with your CSR or ESG goals.
It's Easy To Put In Place
A Safety Net For ALL OF YOUR Customers
Keeping track of support landscapes and making sure directories reflect the diversity of your customer base is extremely challenging. We can identify, vet and deliver up-to-date information on thousands of the best services on your behalf.
01
Sign Up For Your Free Trial
During your trial we’ll guide you to the best plan for your needs (the most popular is a co-branded external site but other options are available)
02
Customise Your Support Hub
Confirm your unique Support Hub URL and any customisation needs (if included in your Plan). For example, you can add details of your own services.
03
Share Access To Your Hub
Share your Support Hub link with your customers and staff aided by our Comms Guidance. Training and other bespoke assistance is available on request.
Reinforce A Caring Culture
Connecting Staff With Your Brand Values
Not only does Support Hub provide a safety net for your customers and make conversations a little more personal and thoughtful, but it can also foster a deeper connection between staff and your brand’s purpose – confident, motivated and equipped to support customers in need.
FAQs
Frequently Asked Questions
Support Hub is a website, not an app. This helps us to deliver seamless access for all users across devices without the need any downloads. No download or log-in required to access it! Just share the link to your own Support Hub site or integration.
Yes, each Support Hub is unique to each partner. This helps to amplify your brands social ethos, deliver a seamless experience and access insights on those who you are supporting.
Yes, Support Hub can also be easily added to your own site or app through a widget. All data is dynamically updated in the backend so you will always have the most up-to-date version.
Safeguarding vulnerable people and helping, not hindering, access to support are our top priorities. We have award-winning experience in this area. Our market-leading data quality strategy, processes and controls help us to achieve this.
No, we firmly and passionately believe in safeguarding users. Scraping content or merging content from external sources with lower data quality standards can lead to disappointment, confusion or further harm, ultimately setting someone back in their journey to support.
Yes, you are able to easily add and edit your own content on our Standard, Premium and Enterprise plans. This ranges from adding your logo and information on your own support services through to full editorial control of content.
A Collaborative Network
Trusted By
Join our growing network of partners to help your audiences and communities to connect with support services.
Shaping A Better Future Together
Amplifying Social Impact
By partnering with us your customers benefit, your people benefit, your business benefits and wider society benefits.
Charities, community, and voluntary groups that deliver many essential support services need help as well. That’s why, as a Social Enterprise and Community Interest Company, we work closely with them to champion, support, and reward their work.
