Help & Support for employees

The Help & Support page consolidates all support options for employees into one central location. Employees can access this page by hovering over the profile icon in CSRconnect and selecting Help & Support.

The majority of this page is populated with community information, but some elements can be customized and segmented from the CSRconnect Admin Portal. See Help page design.

Document

Client admins can upload a document that will appear linked on their community's Help & Support page. This document could be an FAQ, instructions, or company policy for their community's users.

See Help page design for upload instructions.

Suggest an Organization

If employees cannot find a specific charity in CSRconnect, they can use the Suggest an Organization option to recommend that charity. Employees will need to enter the organization's name, a contact for the organization, and the contact's email address.

Submitting this form sends a request to the Customer Advocacy (CA) team to begin vetting the suggested organization.

If the CA team finds that the suggested organization has already been vetted, reach out to your Customer Success Manager to update the charity bucket to ensure this organization appears in searches.

From the CSRconnect Admin Portal, client admins can enable or hide this option. See Help page design.

Email Support

Employees can contact our team using the provided email address.

Live Chat

Employees can select Get Started to launch the live chat option in the lower-right corner of the page.

To begin the chat, when an agent is available, employees must enter their First Name, Last Name, Email, and a Subject.

To enable or turn off the Live Chat option on the Help & Support page, contact your Customer Success Manager.

Tip: If you close the chat tab, you can access it again without refreshing the page.

Phone Support

Employees can select View phone support options to view the phone number and hours for our Customer Advocate Center.