When it comes to vulnerable customers, we believe that
is the only way to start the conversation.
How TellJO works
A customer is sent a link to a TellJO wellbeing check, based on your objectives this could be after a missed payment or period of non-engagement. The message asks:
When they respond, we chat. In an average chat time of 7 minutes, TellJO asks around 90 questions.
We use 63 indicators of vulnerability and automatically refer those identified to your wellbeing or customer teams.
We use hard signposting when the customer gives consent:
Payment Arrangement Request – Over three quarters of people who talk to TellJO ask to pay their arrears.
Water Utility – over half of customers request to go onto Social Tariffs, Priority Service Register and be recorded as vulnerable for the purpose of collections.
Debt Advice – within 60 seconds of receiving the signpost 43% of people called debt advice.
We use “Soft Signposts” to help your customers with specific issues using specialist 3rd Sector organisations.
In our experience:
May be experiencing suicidal thoughts.
May be experiencing addiction.
Will talk about domestic abuse.
You can access our live reporting suite on a regional and individual basis.
Organisations love TellJO.
And so do their customers.
Awards and recognition
Proud to be listed by the Credit & Collections Technology Awards for our work in Vulnerable Customer Identification
Proud to be recognized by the Credit & Collections Technology Awards for Digital Transformation
Proud to be commended at the IRRV Performance Awards for our focus on Social Inclusion
Proud recipients of a Sustainability Grant from Innovate UK