Help & Support

If you’re already a Connect Childcare customer our support team are waiting to help you!

Head over to the Help Desk now to view help articles, raise a support ticket or start a live chat with our team now. 

Our 10 experienced Support Agents are available from 8am to 6pm Monday to Friday. 

Contact them by phone, email or live chat

Don’t have a log in to the Help Desk?

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

Top Tip: If you use the same email address to sign up as you use for Twitter, Facebook, Google or Microsoft you can use the quick sign in buttons to log straight in next time! 

Sign up to Connect Childcare's Help Desk Screenshot

 

Are you researching different Nursery Management Systems?

Here’s everything you need to know about Connect Childcare’s Help & Support processes…

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.

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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