Support

Support Services by Connect Childcare

We understand that introducing a new software system into your childcare setting is a daunting task, so we are here to help you at every stage.

Once you take the plunge and become a fully-fledged member of the Connect family you will be assigned your own highly experienced Implementation Manager. Your Implementation Manager will guide you through each step of the process and make sure your transition to Connect is plain sailing.

You will know exactly what is happening at each stage, and which of your staff members need to be involved at each stage. Your dedicated Implementation Manager will also hold a final in-depth training session with you, to show you exactly how to optimise the system to suit your current processes.

From experience, we have found that multi-site childcare providers often benefit from a staged roll out. If required, we can provide a knowledgeable and experienced Project Management team to help you to coordinate this.

Once you have completed your training on the system, we won’t cut the apron strings…. Our Customer Success Team are always here for you, simply give them a call and they will guide you through any issue you may have.

We also have a fantastic online Help Desk, which is available to you, 24 hours a day, 7 days a week, so you will never be left in the dark.

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

What can you expect from the Help Desk?

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 the features of the software.

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 Connect Community

A place for customer conversations. 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.

Chat Live with our Support Team

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.

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

It’s super easy, all you need to do is head over to our help desk and click ‘sign up’ as shown below.

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See it for yourself. We’re sure you’ll love it!

Request a demo and our team will show you why so many nurseries choose Connect Childcare to manage their settings.

Request your demo Or call us on 01282 507 945