Customer self-service
Include an invitation to use Step in your existing processes, letters, emails or digital journeys. Customers can then explore their options independently, at their own pace and in their own language.
Utilities & financial services
Ensure your vulnerable customers find a way forward.
When customers face financial difficulties, health challenges or difficult life events, connecting them with the right support can make a real difference.
Traditional signposting often leaves people navigating lists of services alone. Yet customers have different needs, circumstances and preferences, and much of the support available is delivered locally.
Step helps you offer a more personalised approach, connecting customers with relevant services and helping them take the next step towards getting the support they need.
Ensuring equal outcomes, requires more than giving everyone the same information. It requires tailoring not just what solutions are offered, but ensuring people have the support they need to access them.
Beyond signposting
A better way to connect customers with support
Step is a digital service customers can use independently or with help from your frontline teams.
- Find the right help Customers describe their situation in their own words, by typing or speaking in their preferred language. Step asks simple questions and matches their needs to tailored options from our human- reviewed network of over 80,000 support services.
- Help them take the next step Step provides clear actions, helping customers prepare for support and make contact where needed.
- Follow through With their consent, Step can follow up to understand whether customers accessed support, whether it helped and what further assistance they might need.
Ways to use Step
01 / Self-service
02 / With your team
03 / On your website
How Step fits in
Agent-led support
Your frontline teams can use Step during customer conversations to explore needs and identify relevant support together. Customers leave with clear next steps, with consent-based follow-up available to help them access support.
Embedded in your website
Offer Step within your public-facing website, with white-labelled options available, so customers can access tailored support as part of your existing service.
The difference it makes
Why choose Step.
- Better outcomes for customersPersonalised support helps customers find relevant services, overcome barriers to accessing them and get the assistance they need.
- An extensive support networkOver 80,000 support options, maintained through human research, AI-assisted research and relationships with local providers.
- Support your regulatory responsibilities.Offer tailored support journeys that reflect customers’ individual circumstances, accessibility needs and preferences, helping you demonstrate a more effective approach to customer vulnerability.
- Better for your business.Helping customers address underlying difficulties can improve financial resilience and build stronger, more trusting relationships.
Let's talk
Help more customers find a way forward.
Talk to us about how Step can complement your existing approach to customer vulnerability and support.
Talk to Step