As a debt resolution agency, Ophelos deals with many customers in challenging situations. The burden of debt can be incredibly stressful, and many of their customers grapple with additional difficulties, such as mental health issues, job loss, or relationship breakdowns, further complicating their ability to stay on top of bills.
In addition to complying with the strict regulations in this space, Ophelos wants to set a gold standard in terms of how they treat customers. To do this, they need to document all customer interactions and make them readily available for review, both internally and with their clients’ teams.
Within their own team, they need to make sure that their customer support agents are interacting with customers empathetically, following set rules and procedures, and handling vulnerable customers with extra care.
Externally, they need to share these conversations with clients in order to demonstrate that they are supporting their customers to the highest degree. Previously, they had been using Klaus to provide access. In order to support this existing workflow, integration with Klaus was a must.