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Our Customer Care package is another simple, yet powerful innovation to come out of the Lab, designed to enhance the customer journey. Modelled on the witness care concept that is used within the criminal justice system to guide a lay person through what can be a daunting process, we developed a suite of bite size, animated explainer videos to de-mystify each step of the civil claims process for our clients, their customers and any witnesses to a claim. The series includes animations which explain the relevant documents and processes each step of the way, and what happens at court, from the claimant, defendant and witnesses’ perspective.
The Customer Care videos are embedded into our claims handling process, and may be accessed via different channels including QR codes, URL links and SMS.
If you would like to know more about our Customer Care package and how it can help to reassure and support you or your customers when exposed to claims litigation, we welcome you to get in touch. Alternatively, if you’re feeling inspired and want to work with Innovations Lab on an idea or process of your own, please get in touch to find out how we can help you or your customers.
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