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Training, Services, and Support

Learn about the support services available to help you with EngagementHQ.

Tess O'Brien avatar
Written by Tess O'Brien
Updated yesterday

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:

  1. Select your service package: Choose from our annualized service packages listed below or develop a custom plan to suit you.

  2. Book your sessions: Work with our expert team to schedule your sessions and access engagement advice and training.

  3. 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.

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