Supporting you at the start of the new year
Welcome back !
We understand that September is an incredibly busy time for all of our schools, so we have implemented several plans to ensure we can assist you as promptly and efficiently as possible.
Support Hours
Our support team will be available from 08:30 to 17:00, Monday to Friday, to assist you via Live Chat, email, and phone calls. Do please expect a longer than usual wait time for a response during busy periods. We would prefer you to email non urgent queries, support@weduc.com
Automated Responses and Live Chat
To provide immediate assistance, our automated chatbots are available to answer initial queries and gather essential information, directing your issue to the right team member efficiently. Please note that Live Chat will be very busy, and there may be longer than usual wait times.
Additional Staffing
We’ve increased our support staff for September to reduce wait times. You may notice some new names in the frontline team, and we also have additional support from the wider Weduc Team, all working hard to handle your queries but do please expect some longer wait times.
Self-Service Resources
Explore our expanded FAQs, video tutorials, and Help Centre to find quick solutions. The search feature in our Help Centre is excellent, and you will likely find the answer to your question here:
https://weduchelp.zendesk.com/hc/en-gb
Show Me
Remember to look for the purple 'Show Me' button on the Portal, this is the wizard that can quickly take you through common tasks and give you step by step guidance.
Scheduled Call-backs
For non-urgent issues, you can schedule a call back . This option is available for limited times during September, allowing you to have one of our team call you back at a specific time. Please email support@weduc.com to request one of these slots.
Regular Status Updates
Stay informed about known issues and resolutions via our Product News page. Should we identify any widespread issues, updates will be shared here:
Autumn Term 2024 – Weduc (zendesk.com)
Training for New Staff
We offer various webinars that your new staff can join, but not just for new staff, this is a great refresher too ! Please follow this link to book one of our free sessions:
Weduc UK LTD Meetings - ClickMeeting
Feedback
We value your feedback. The Weduc Team are working hard to make September as smooth as possible for you. We continually make improvements based on your feedback, so please let us know about your experience so we can continue to enhance our services:
https://weduchelp.zendesk.com/hc/en-gb/requests/new?ticket_form_id=21987727954705
Lastly, your satisfaction is our priority, and we are committed to providing you, your school, pupils and your parents and carers with the best support possible. Please do not hesitate to contact me if you have any concerns about the support you are receiving from us, quoting your ticket reference number.
Best regards,
Claire Hoyland
Head of Operations