Brew Monday is a reminder that something as simple as a casual chat can make a huge difference to someone’s mental health. But for individuals who experience loneliness, struggle to speak English or are neurodiverse, conversation can be more complex.
That’s where helplines play an integral role.
From advice and signposting to providing crucial support when it is needed most, our dedicated teams of customer service advisors are transforming the lives of 1.8m vulnerable people every year.
Complex, compassionate care
Our teams respond to calls and enquiries from individuals across the UK, including those experiencing severe loneliness or mental health crises, as well as migrants who are struggling to rebuild their lives in the UK.
It is essential that people can access the information and support they need in these difficult moments. That’s why our employees receive regular training on a range of sensitive subjects. Training equips them with the skills and expertise they need to handle emotionally complex calls.
We embed AI into our digital solutions, so time-consuming tasks like note taking and call summary generation can be automated. Therefore, our staff can focus on delivering tailored, transformational support.
Signposting and resources
Many people contact our helplines because they need information or advice on a particular topic. This could be support with housing, healthcare or debt, as well as enquiries about local service provisions.
We empower our expert teams with AI solutions. For example, using AI, we automatically generate prompt cards during calls or communications to direct our colleagues to useful services or resources. This improves efficiencies for our teams, whilst ensuring individuals get accurate, relevant information.
Our teams can also refer individuals for more specialist support if necessary, with seamless connections to local service providers or NHS resources.
Support at the busiest times
The cold weather, dark evenings and post-Christmas period can make January a difficult time for mental health. As a result, calls to dedicated helplines rise. This puts increased pressure on staff, who have to manage a higher volume of emotionally complex calls.
Our outsourced contact centre solutions can make a difference during these peak periods. We are already providing customer experience support for organisations and businesses throughout the country, helping them to manage peak, overflow and out-of-hours calls.
Not only does this create a seamless, scalable service, but it improves efficiencies for your colleagues and customers, allowing more enquiries to be handled within the same timeframe.
Omnichannel options
We want our customers to feel comfortable when contacting us about complex issues.
That’s why our omnichannel solutions can help. We provide an alternate means of contact for people who may not feel comfortable picking up the phone.
From email and chatbots to an online self-help library, we create customer experiences that span platforms and channels, allowing people to access the support they need in a way that works for them. In 2024 alone, we handled over 94,000 emails and 212,000 live chat communications.
And because our services are fully integrated into a bespoke CRM, customers only need to provide confidential information once, ensuring communications can transfer seamlessly from one channel to another.
Human-centric AI
Artificial intelligence is not just improving efficiencies by automating tasks – it is also learning to generate more human-sounding responses.
AI can learn from previous human interactions to modify the way it communicates with customers through live chat, whilst accessing omnichannel communications the customer has previously had to ensure the right information is provided. Even automated emails can be tailored to each individual, ensuring customers receive a personalised experience.
And for the most complex communications, customers can be automatically referred to an experienced colleague, ensuring everyone gets the level of support they need.
Want to learn more about our customer service?
Our dedicated teams deliver complex, compassionate support for some of the most vulnerable people in society, helping them access the information and care they need.
Get in touch today to discover how we can support your business.
