Online services and technology are playing an increasingly crucial role in customer experience and complaint resolution, and redress schemes recognise the need to find new and innovative digital solutions for resolving both initial enquiries and more complex disputes.
Consumer expectations are now at an all-time high, and people are increasingly intolerant of poor customer experiences, meaning if they do not get what they need quickly they leave, or worse, possibly share their poor experience via networks and social channels.
It’s not so long ago that in order to contact many ombudsman services, telephone lines may only be open for a few hours in the morning, and responses to emails could take days or even weeks. But many of these services have a mandate to educate and inform, as well as offer a disputes resolution service and things had to change.
Resolver offers consumers a unique, independent online resolution service free of charge, as well real-time consumer insight and benchmarking at every touchpoint for businesses. Resolver's Accord ODR product also offers fully online, end-to-end dispute resolution platform for mediators, adjudicators and investigators to act independently to resolve disputes.
Yomdel also has deep experience working within dispute resolution and redress schemes, and our new partnership with the hugely innovative consumer rights organisation Resolver Group marks a significant milestone.
To Resolver’s industry leading complaint and dispute resolution technology, Yomdel will be bringing human interaction to ensure consumers get just the support they need when they need it, as well as helping to drive efficiency in triaging and qualifying complaints and issues, and managing consumer expectations.
By way of example, in 2017 Yomdel started providing fully managed 24/7 live chat services for The Property Ombudsman (TPO), the key body providing consumer redress for complaints against estate agents.
Overnight, there was a huge increase in people seeking help, support and answers to questions, in particular enabling TPO to tap into a whole unreached segment of society such as students who may not keep traditional waking hours.
The results were incredible and Yomdel now handles one third of all inbound TPO enquiries. Importantly there was not a huge increase in case load as the majority of people simply needed information or sign posting on the best way to manage their problem.
As we know at Yomdel through our insight and mystery shopping services, complaints need not always be seen as a negative, instead they are valuable insights into the consumer’s mindset, and in turn how they perceive a company or organisation.
With the customer experience as the primary focus, the Resolver-Yomdel partnership brings together long-established skills in creating exceptional interactions online and complaint resolution in areas of insight, design and engagement, to help transform complaint and dispute resolution.
We believe this partnership will create industry-leading dispute resolution products and customer experience across multiple sectors.
