NCVO overhauls member helpdesk

IT | Zohra Moledina | 17 Mar 2011

NCVO has agreed a deal for social enterprise Connect Assist to provide a new multi-channel helpdesk for its members, a solution which will have an increased emphasis on giving online assistance.

Based on the RightNow technology platform, an online self-service knowledgebase will include answers to common questions via fact sheets, file uploads, hosted video and audio clips and links to other sites.

Should a member require further information they will be able to speak to a specialist helpdesk agent, raise an online query or open a live chat session.

The agents will be staff members of Connect Assist who will be trained and briefed by NCVO staff. Ongoing support will also be provided to ensure the helpdesk agents are handling queries effectively.

The helpdesk will also be fully accessible from a range of mobile devices.

Sir Stuart Etherington, chief executive of NCVO said he was impressed with the social enterprise’s understanding of his organisation.

“This coupled with their innovative solutions and ability to harness the latest technology made them an obvious choice when we decided to review our service requirements.”

NCVO said the most common topics members want help with are HR and employment, trustees and governance, and legal issues.

Directory: National Council of Voluntary Organisations (NCVO)
Who's Who: Sir Stuart Etherington

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