Egeria Vulnerability Services

 

Egeria Vulnerability Help During the COVID-19 Crisis

Given the current public health crisis due to the spread of the COVID-19 coronavirus, we are offering companies free support to help those customers most in need.

We’ll are offering free access to our Egeria Analytics: Vulnerability, enabling companies to identify situationally vulnerable consumers who have submitted a complaint via our resolver.co.uk channel, and thereby provide the help and support these customers need as a matter of priority.

We believe our tool can help businesses provide much-needed support to consumers in vulnerable situations, who may be struggling to get in touch via other channels.

Start using this free service

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Vulnerability Offering - VaaS

Vulnerability as a Service

At Egeria, our core mission is to help businesses better understand the issues impacting their customers which manifest into complaints. Often customer services and complaints programs by design create barriers and impediments for certain groups of consumers who may suffer from one of many different vulnerabilities. One of our propositions helps businesses to think about all of their customers when building and operating the customer process end-to-end.

We have a series of offerings aimed to help customer teams operating in Vulnerability, Customer Service, Complaints & Operations.

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Egeria Channel

Support all your customers by offering them an alternative independent channel.
Resolver.co.uk was built by consumers for consumers. Resolver advises consumers on their rights, helps structure and format complaints, and manage their complaints to gain the best resolution for both parties.

67% of our user base says the main reason they choose to use Resolver is because they trust Resolver to help. You can support your vulnerable consumers by providing a channel they trust and that is there to help them.

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Egeria Analytics: Vulnerability Benchmarking

Using relevant, anonymised data, Egeria Analytics allows you to see where your business may be failing your more vulnerable customers.  By comparing your business to peers and competitors both in your industry and across all markets, Egeria Analytics will show you where you are relatively over and underperforming. Through these unique actionable insights, you can identify improvements required in customer operations and complaint handling processes to achieve best in class status for your most vulnerable customers.

This benchmarking is based on the millions of complaints through Resolver.co.uk combined with machine learning tool, Egeria Vulnerability Identifier, and Egeria in-house expertise. 

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Egeria Vulnerability Report

Vulnerability is an evolving issue. As new stresses occur, macroeconomic conditions change and regulation builds, it is paramount that businesses are increasingly aware of what is happening with their consumers and the wider landscape.

Egeria Insights’ Vulnerability Report uses our unique classification model and industry expertise to provide detailed and valuable insights. These reports will be generated quarterly and will provide information that will allow your business to better understand the situational vulnerability of your customers and recognise industry-wide trends to better inform your policies.

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Egeria Vulnerability Identifier

For complaint handlers, the clear first step in supporting a consumer in a vulnerable situation is to recognise that the situation actually exists.

While this may be obvious, it is not always straightforward to do. This is because:

  • Many consumers - for a variety of reasons - will not proactively disclose their situation
  • Some consumers would not necessarily be aware that they are in a situation that might make them vulnerable
  • Complaint handlers may overlook ‘red flags’ and other indicators of a potentially vulnerable situation
  • Complaint handlers can feel unable or uncomfortable raising a potential situation with consumers.

The issue, therefore, is in how organisations can create an environment that encourages consumers to disclose their situation, while also supporting (and backing) their complaint handlers to start conversations where potential triggers exist.

The Egeria Vulnerability Identifier will help organisations to understand the prevalence of these 'triggers' within specific categories of complaints and distinguish between different categories of vulnerability. 

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See what we can do for your business

Vulnerability in the UK

27m

adults in the UK show indicators of being at risk of vulnerable circumstances

¼

people in any given year experience at least one mental health related disorder

50%

of adults do not have enough savings to cover an unexpected bill of £300

£70 billion

spent by vulnerable consumers in the regulated markets of water, energy, telecoms and financial services in 2017

Real-time warnings to empower front-line staff

Identifying triggers

Predictive modelling and natural language processing objectively identify triggers for situational vulnerability by analysing how your customers construct complaints. This helps identify customers uncomfortable disclosing this information directly.

By identifying categories of situational vulnerability and the associated triggers, early warnings can be raised, and predictions of potential concern can alert front-line staff.

Examples of these categories and their associated triggers include Low income (“struggling to pay bills”, “money problems”, “arrears at present”) and Health problems (“broken leg”, “cancer”, “dementia”, “physical abuse”).

A personalised service

Situations of vulnerability are as equally unique as the people who suffer with them. This is why businesses can help their customers by applying a personalised solution on a case by case basis rather than employing a one-size-fits-all philosophy.

Our insights help front-line staff to take a personal approach when dealing with a customer in crisis. This approach not only helps generate better outcomes for higher CSAT but also helps grow trust in your brand.

Improved compliance

With mounting pressure on the regulated sectors to improve their performance around customer vulnerability, we are in a prime position to help you achieve a best-in-class status when it comes to regulatory compliance.

Our Insights as a Service will help you achieve results that demonstrate a high level of proficiency in proactive intervention for vulnerable customers.

Resolver Vulnerable Situations Award

Egeria Insights is part of the Resolver group, an organisation committed to raising standards in businesses dealing with consumers in vulnerable situations. As such, Resolver have launched a dedicated vulnerability award category at the UK Complaint Handling Awards 2020.

Consultation

Our team of highly experienced consultants can help advise on how to tap into your greatest unused asset: complaint data.

Contact us to arrange a consultation to learn more about our business solutions and unique data insights designed to grow customer retention and brand advocacy.

Our sectors

If your sector isn't shown above, then not to fear, Egeria Insights can help businesses that operate across a wide variety of sectors. Speak to us to see how we could help you.

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