Club launch Hammers Help Centre
The Club is delighted to launch Hammers Help, a brand new service created for all Hammers fans with the aim of proactively assisting with any feedback and enquiries from our supporters.
Club Vice-Chairman, Karren Brady said: “I am delighted to launch the Hammers Help Centre, our new 24/7 self-service portal designed to provide help to supporters on a broad range of topics, while at the same time offering fans another new way to get in touch with the Club.
“We know how important it is to listen to our fans and supporter feedback is key to the evolution of Hammers Help. Our Supporter Services team has worked with members of the Official Supporters’ Board and the Disabled Supporters’ Board to ensure that service and accessibility are at the forefront of the Help Centre so that we can continue to provide the best possible experience for all West Ham fans.”
Hammers Help has been created to enable supporters to find the answer to their question quickly and easily, with eight categories to choose from on the homepage, Ticketing, Membership, Accessibility, Fans, West Ham Store, Matchday, London Stadium and Club London.
A Most Popular Articles section is also featured on the homepage to provide supporters with a fast and effective means of accessing real-time information and current trends in feedback across our supporter base. The evolution of Hammers Help is driven by the feedback we receive from supporters, so if you can't find the answer to your question, contact the Supporter Services team directly by selecting the 'Submit an enquiry' button in the top right of the page.
If your question is frequently asked by supporters, we'll add it to Hammers Help in order to assist fellow Hammers fans who may have a similar enquiry. The more feedback we receive, the larger the Help Centre will become!
In addition to being able to contact Supporter Services directly via the site, contact details for the relevant department can be found at the bottom of most articles to ensure fans aren't kept waiting any longer than is necessary.
Hammers Help is a fully accessible platform and the Club has invested in an accessibility toolbar to assist supporters with disabilities when using the Help Centre. The toolbar is a Cloud based web accessibility solution, which allows supporters to customise Hammers Help in the way they need it to work for them. Supporters can access the toolbar through clicking the ‘Enable accessibility toolbar’ at the bottom left-hand corner of the page to enable features including; text to speech functionality, dyslexia software, an interactive dictionary, magnifying tool, translation software with over 100 languages and many other features.
The toolbar comes with features such as text to speech functionality, dyslexia software, an interactive dictionary, magnifying tool, translation software with over 100 languages and many others.
The accessibility toolbar was lauded by members of the Disabled Supporters’ Board with DSB Co-Chair Cathy Bayford stating: "The DSB has continued to work alongside the Club throughout the development of the Hammers Help Centre. The cross section of disabilities represented on the Board has provided positive feedback to ensure the FAQ section is current, relevant and practical and ultimately easy to use with the state of the art accessibility technology now in place. Working together we are seeing a continued improvement to the overall Matchday experience for all our disabled supporters.”
David Griffith, DSB member and one of our visually impaired Season Ticket Holders also tested Hammers Help in the beta phase, added: “I am delighted that West Ham have launched this Help Centre. It is a great example of how West Ham are developing their services inclusively. I was able to test the site in development. I am pleased to report that the site is an excellent example of web accessibility. Unlike many sites, here a Blind Screenreader User can have the site’s contents easily read out to them.”
Look out for the Hammers Help logo on matchday!
Links to Hammers Help will also feature at key locations around the stadium on matchday assisting supporters in finding direct and relevant answers to any queries they may have. The Club would welcome any feedback via the Help Centre itself or to firstname.lastname@example.org