EngagementHQ admin users can access various support services to help you get the most from the platform and your online community engagement. Each client can access:
Customer Success Consultants (CSCs)
Help Desk
EngagementHQ Platform Training
Premium Services and Training
Customer Success Consultants (CSCs)
Each client has a Customer Success Consultant, who is available for strategic catch-ups, peer reviews, quick advice, and addressing more complex questions and challenges related to engagement planning and implementation.
To find out who your CSC is, please contact us via chat or by emailing support@engagementhq.com
Help Desk
Our help desk provides in-app support via help articles like this and a team of trained support staff. Our help desk team is available 24/5 to help with technical issues and advice.
You can contact the team via the chat function in the app or help articles, or by emailing support@engagementhq.com. When reporting a technical issue, please clearly explain the problem and provide screenshots to support your report.
EngagementHQ Platform Training
EngagementHQ admins can access regular training sessions via our learning management system, Granicus Learning. These sessions are designed for all new Site and Project Admins and will take you through the core functionality required to get you up and running with a new project.
You can sign up for online live webinars and access on-demand recordings, which are perfectly suitable for groups. Register for these sessions at learning.granicus.com any time throughout your license.
For help accessing the LMS and registering for training, please check out EngagementHQ Training with Granicus Learning.
Premium Services and Training
We offer a range of premium service packages and paid training options. If you are interested in these options, please contact your CSC, and they will talk you through this process:
Select your service package: Choose from our annualized service packages listed below or develop a custom plan to suit you.
Book your sessions: Work with our expert team to schedule your sessions and access engagement advice and training.
Add custom support and services: Work with our team to add additional support and services such as training, engagement coaching, and custom dashboard builds to your plan at any time.
EngagementHQ Services Packages
We have the following service packages available.
Core
Our core services are available for all EngagementHQ clients and include:
Help desk resources for self-directed learning
Webinars and on-demand training on Granicus Learning
24/5 chat and email support
Essential Services Package
10 hours of coaching and mentoring from our Engagement Specialists
Platform training or capacity-building sessions for wider teams in your organization
Mentoring and strategic coaching by our engagement specialists for your organisation to assist with engagement methodology and best-practice utilization of EHQ
Access to on-demand training on Granicus Learning and Trainer check-ins for refresher product training
Partner Services Package
20 hours of coaching and mentoring from our Engagement Specialists
Platform training or capacity building sessions for wider teams in your organisation
Mentoring and strategic coaching by our engagement specialists for your organisation to assist with engagement methodology and best-practice utilization of EHQ
Data and analysis support, including interactive dashboards for survey data
Annual benchmarking report with strategic recommendations for improving practice.
Access to on-demand training on Granicus Learning and Trainer check-ins for refresher product training
Strategic Services Package (ANZ Only)
1 x IAP2 Essentials of Engagement Training delivered online (for up to 25 people in your organization)
10 hours of coaching and mentoring from our Engagement Specialists
Platform training or capacity-building sessions for wider teams in your organization
Mentoring and strategic coaching by our engagement specialists for your organization to assist with engagement methodology and best-practice utilization of EHQ
Data and analysis support, including interactive dashboards for survey data
Annual benchmarking report with strategic recommendations for improving practice.
Access to on-demand training on Granicus Learning and Trainer check-ins for refresher product training
Custom
Tailor a service package to meet your specific requirements. Custom plans are suitable for larger teams or clients looking for holistic organizational approaches to engagement. Please contact your CSC to discuss your requirements.
Custom Project Dashboards
We offer a comprehensive data analysis service to help you understand your project and participant data. We can transform your data into compelling and embeddable dashboards you can share with internal stakeholders and participants. Our team will work with you to scope and create a dashboard that provides the required data.
Training Sessions for Your Organization
Our trainers are also available to conduct training online or in person for your organization at an additional cost on the following topics:
EHQ Platform Training
EHQ Reporting and Analytics
Capacity building sessions for wider teams in your organization on engagement best practices
The agenda for these sessions can be customized to meet your organization's needs. If you want to organize a paid training session for your organization, contact your Customer Success Consultant.