Helplines and information services for public sector and non-profit organizations
People contacting public services and non-profits often need clear information and a kind voice. We help you run helplines and support services that are easy to reach and well organized.
Key customer moments
The moments where good service matters most in public sector and non-profit.
What we can run for you
Choose the services you need. Each client gets a dedicated team trained on its own products and policies.
Information helplines
Clear answers about your programs and services, during the hours you choose.
Application support
Helping people understand and complete applications, following your guidance.
Referral coordination
Connecting people with your partner organizations using your referral rules.
Donor and member care
Questions about donations, memberships and events, handled warmly.
Reporting for funders
Clear reporting on volumes, themes and outcomes for your board and funders.
Portal and service support
Help with online services, portals and accounts. About technical support.
Sensitive conversations
Some callers are in difficult situations. Our team is trained for sensitive conversations and follows your safeguarding and escalation procedures. We do not operate emergency or crisis lines; where someone may be at risk, we route them to the services you specify.
See how we approach data and remote-work security on our Security & Trust page.
How we work
A dedicated team
Sized to your volumes, typically with a team lead and a quality coach, and trained on your products, policies and tone of voice.
One owner per case
The professional who takes a case is responsible for seeing it through, so customers don’t repeat themselves.
Your tools
We aim to work inside the CRM, helpdesk and phone systems you already use, where access allows.
Start with a pilot
Begin with one channel or one customer journey, then expand when you’re ready.
Questions from public sector and non-profit teams
Do you run crisis or emergency lines?
No. Where a caller may be at risk, we follow your escalation procedures and direct them to the emergency or specialist services you specify.
Can you work through a procurement process?
Yes. We’re happy to respond to procurement requirements and security questionnaires.
Can you report for our funders?
Reporting is agreed with you and can cover volumes, themes and outcomes.
Talk to us about your customers
Tell us about your volumes and channels, and we’ll suggest a starting point.