Digital Support

Help more people complete essential online journeys with confidence.

Our service helps organisations improve completion rates, reduce avoidable contact, and make digital services more inclusive for your vulnerable users who need them most.

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Digital-first services are leaving people behind

Government and essential services are digital by default

Despite 1 billion annual GOV.UK visits, 47% of central government services still lack a fully digital pathway.

Customers struggle with logins, forms, and online documentation

4–9% of customers lack the skills, technology or ID needed to complete digital identity checks, creating barriers to online services.

Digital barriers can lead to failed applications and missed support

The average UK adult spends 1.5 weeks a year navigating government services across multiple organisations, increasing delays and drop-off.

Incomplete journeys, repeat contact and rising service costs

Poor digital experiences drive repeat contact, incomplete journeys and avoidable demand.

About the service

Imagine one of your users trying to access a vital service, such as a benefits application, but lacking the confidence and digital skills to complete it successfully.

When services move online, not everyone can access, understand or complete them without support.

At We Are Group, we support businesses with providing human support which helps their users successfully navigate digital services from start to finish.

This includes:

Creating accounts and logging in
Completing forms
Uploading evidence
Understanding what happens next.

Support the service offers

We offer practical, person-centred digital support for businesses to help their users complete essential online tasks quickly and efficiently.

Support includes:

• Logging into online services

• Creating and managing accounts

• Completing application forms

• Uploading supporting documents

• Booking appointments

• Proving identity online

• Submitting applications correctly

• Understanding next steps after a referral

By providing this support to businesses, your users can successfully navigate digital services, increase their confidence and digital inclusion skills; meaning reduced failed applications, and repeated contact.

Frequently asked questions

1. Who is the Digital Support Service designed for?

The service is designed to support organisations which deliver digital-first public, health, housing, education or community services and want to ensure that their users can successfully complete important online journeys, regardless of their digital confidence, skills or access to technology.

We do this by adopting a person-centred approach tailored to each of your users needs. Our on hand trainers take the time to understand each of your users' confidence level, explain processes clearly and provide reassurance throughout the digital support session to help reduce their anxiety and help achieve your targets.

2. How does the service improve digital journey completion rates?

Our experienced trainers guide every one of your users through each of the stages where they are most likely to experience difficulties.

By providing practical and personalised digital support, we can help more people complete their digital journey successfully while reducing your user drop-off levels and abandonment rates.

3. Can the service be integrated into our existing processes?

Yes.

Our Digital Support Service can be tailored to fit around your existing user journeys, referral pathways and service delivery models.

We work with you to create a seamless support experience that complements your digital services and ensures increased confidence for your users.

4. Does the service build long-term digital confidence?

Yes.

The service will we support your users in completing an immediate task, but our dedicated team of trainers will also focus on building practical skills and confidence.

This will help your users complete online tasks confidently and independently, but our support better equips them to manage future digital interactions.

5. Can you support vulnerable or hard-to-reach customer groups?

Yes.

Supporting vulnerable users is at the heart of everything we do.

Our team of dedicated trainers and agents have extensive experience supporting people who face barriers to digital access on a daily basis. This includes those with:

Low digital confidence
Limited access to devices or connectivity
Additional support needs
Complex personal circumstances

See how our Digital Support service increases your users' confidence online

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