How tech can help councils handle customer vulnerability

As a result of the chancellor’s latest statement, the continuing cost of living crisis and rising inflation, the average person is heading into winter worse off. Overall, more people than in recent years will find themselves financially vulnerable.

Not long ago, the term ‘vulnerable customer’ was reserved for a much smaller group of people. Now though, the cost-of-living crisis has meant that the definition of ‘vulnerable’ has extended to include people with low incomes or household food insecurity.

As a result, local government should prepare for an increase in call volumes from vulnerable citizens and should ensure that they are equipped to effectively support them. It is critical that organisations and their employees are supported in handling more complex interactions with the most vulnerable and can confidently navigate emotive conversations.