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Vulnerable customers

You might be the first person they’ve spoken to all day.

Help your team meet customers with empathy.

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Support that goes deeper than the script

More and more people are finding themselves in vulnerable situations such as financial hardship, bereavement and isolation, and often, their first conversation is with your contact centre. These aren’t standard queries and if they’re handled poorly, they can be damaging.

Cirrus gives your agents the tools to lead with empathy and understanding, so your business can be compassionate, as well as compliant.

Build trust where it matters most:

Support that builds loyalty

People don’t come back because you followed protocol – they come back because they felt heard, understood, and respected.

Accessibility that’s more than a tick box

Cirrus helps you make services accessible for everyone, because the bare minimum isn’t good enough.

Agents empowered to help

When customers are vulnerable, agents can feel it too. With clear prompts, knowledge integration and real-time guidance, agents have the right support to handle a situation with confidence and empathy.

Priority support

Simple systems, intuitive routing, and AI that flags urgency, ensure that customers requiring additional support don’t get stuck in the queue.

Empathy as standard

People remember how you made them feel, so be the brand that shows compassion as well as competence.

Let customers choose how they connect

Whether it’s a phone call, email, or text, you can meet people in the space they feel most comfortable.

Design for clarity

We help make every step as simple as possible, because confusing forms and clunky portals can turn vulnerable moments into bad ones.

Get the right person on the line, fast

Cirrus connects customers to the support they need the first time, avoiding long explanations, multiple transfers and on-hold music.

Tech that backs up real empathy:

  • Customers feel heard, respected, and supported — even in their most vulnerable moments.
  • Agents feel confident, capable, and less burdened by the emotional weight of these calls.
  • Compliance is upheld without compromising empathy.
  • Your organisation builds lasting trust, loyalty, and a reputation for doing the right thing.

Vulnerability deserves more than a standard process.

Book a consultation