How to support vulnerable customers
Phil Michell, director in the customer experience consulting division at Davies, explains how to identify and assist vulnerable customers in the latest Insurance Post Top Tips video.
In his Insurance Post Top Tips video, Michell recommends insurers:
- Use analytics to identify vulnerable customers
- Leverage customer insight
- Use digital twinning.
Reflecting on how technology can speed up the spotting of customers in vulnerable circumstances, Michell said: “Technology exists now to pick up on triggers that customers mention as they go through that could be vulnerable triggers.
“Additionally, if that is a challenge, it is also possible to use interaction analytics – speech and text – to take transcriptions and call recordings and emails and analyse those and look for patterns of vulnerability and take interventions to support their specific vulnerabilities.”
Over the coming weeks, Insurance Post's Top Tips videos will feature the industry's leading lights sharing simple but effective ideas that could take your insurance business and career to the next level.
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