Better outcomes begin when payment firms understand customers’ needs

Obligation Control 1: During our review of consumer vulnerability, we saw how relatively simple changes can make

During our review of consumer vulnerability, we saw how relatively simple changes can make a real difference. One payments provider serving small business customers found that some customers were struggling to set up and manage their accounts because of limited IT literacy.The firm responded by arranging callback support to help customers set up their accounts. As a result, customers were able to manage their accounts successfully, without needin