Live or On-Demand, Collaborate Help is Always Available
The Collaborate team is committed to providing exceptional support & service to non-profits and social services agencies. Here’s a rundown of the many help options available to users.
Self-Serve Assistance, 24/7
Collaborate’s integrated Support Widget provides contextual help without leaving the application. With one click, you’ll be served suggested articles tailored to the section of the app you’re currently in.
You can also search for specific topics from the Help Widget, or submit a Support Request to get a timely solution from the Collaborate team.
“I have never asked for something I was not helped with. Collaborate staff truly understand their role in helping organizations make lifelong impacts.”
Brent Patrick
Chief Operating Officer, Gulf Coast Children’s Advocacy Center
Fast Support Turnaround
80% of Collaborate Support Requests receive a same-day response, and 90% are completely resolved within 24 hours.
Support Articles & Videos
Outside of the Help Widget, the full Collaborate Support Center includes dozens of in-depth articles ranging from beginner to advanced topics. If you prefer to watch instructional clips, On-Demand Training Videos have you covered (example below).
Self-serve help and customer support are included with standard Support & Maintenance.
Live Training, Consultations, and More
Visit the Collaborate Training page to register for live 1-on-1 sessions, including:
- Reports Consultations for beginner and advanced reporting,
- Administrator Consultations for managing users, configuring Roles & Permissions, or error-checking your data, and
- Help Desk Sessions to get expert answers to your precise questions.
“The training was amazing. Extremely helpful and informative.”
Dakota Mahoney
Program Outcome Specialist, Cooke County Family Crisis Center
New for 2024, we’ve also added the Product Feature Showcase as a periodic live event to demonstrate new and popular Collaborate features with Q&A from users.
Dedicated Account Manager
From initial onboarding through Go-Live and beyond, a dedicated Account Manager remains your primary point of contact. They’ll configure Collaborate to meet your needs, train staff to use the application, and provide ongoing support to ensure the application evolves alongside your organization.
Many Collaborate Account Managers hail from the social services world themselves, so you’ll have a true peer to rely on.
Live training, consultations, showcases, and Account Manager are included with standard Support & Maintenance.
Premium Support via Concierge
Beyond standard support, Collaborate Concierge offers tailored analysis and service to maximize your Collaborate usage. With premium access to Network Ninja software specialists, Concierge will help you complete your toughest tasks, such as:
- Replacing the need for a Data Administrator,
- Building audit reports to validate data integrity,
- Tailoring custom trainings for your users, and
- (For Networks) Supporting individual centers from a technical and data-centric standpoint.
“[Collaborate Concierge] Scott Swafford has been a tremendous asset to our network for the past 6 or so months...he has helped us with building dynamic reports specifically for our network, and used his expertise to help us improve our database.”
Brooke Kenney
Administrative Director, South Carolina Network of Children’s Advocacy Centers
Concierge is priced in hourly blocks, with a 10-hour minimum.
With expert Account Managers, self-serve articles and videos, live 1-on-1 and group sessions, and optional premium expertise, the Collaborate team is always here to help. If you need assistance, or want to set up a demo, don’t hesitate to give us a shout.
