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Why Supporting Vulnerable Customers is Good for Business

Supporting vulnerable customers is not just an ethical and legal obligation, but also a business opportunity that can lead to numerous benefits for both customers and the business. By adapting their services and support to meet the unique needs of vulnerable customers, businesses can increase customer satisfaction, boost sales and revenue, enhance their reputation, comply with legal regulations, and demonstrate their commitment to social responsibility. Furthermore, prioritising the needs of vulnerable customers can also improve employee satisfaction and motivation.

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What is Agent Vulnerability?

Agent vulnerability refers to the emotional and mental strain that customer service agents may experience when interacting with vulnerable customers. To protect agents, businesses can take several steps, including comprehensive training, establishing clear policies and procedures, providing support and resources, implementing technology solutions, and encouraging self-care. By taking these steps, businesses can ensure that agents are equipped to handle difficult situations with empathy and professionalism while also prioritising their mental and emotional well-being. Ultimately, protecting agents is crucial to providing high-quality service and support to all customers, regardless of their circumstances.

How to Support Vulnerable Customers

The ongoing impact of the pandemic, the war in Ukraine and the cost-of-living crisis is having an effect on virtually everyone across the UK. Commercial organisations, public sector bodies, families, individuals have all experienced some level of impact, leading to a number of vulnerabilities.

While these issues affect a growing number of people across the country, they are also impacting the organisations which provide services and support for them.

Download our new report on Supporting Vulnerable Customers to learn about key causes of vulnerability and spotting it. Then look at how effectively tackling it can be beneficial to your organisation.

How FourNet's Customer Experience Consultancy Can Help

FourNet Customer Experience (CX) Consultancy helps organisations identify and understand the needs and challenges faced by vulnerable customers through research and analysis; conducting customer and agent observations and surveys, analysing customer data, and mapping customer journeys to identify pain points and opportunities for improvement.

Once these needs and challenges have been identified, our CX consultants work with our Clients to develop strategies and solutions that are tailored to the needs of their vulnerable customers. This may involve developing new products or services, redesigning existing customer touchpoints, or implementing new communication channels to make it easier for vulnerable customers to access support and assistance.