Claire, 55 from Devon, had often engaged with online banking. However, she found herself encountering issues that she struggled to resolve independently. Despite being directed towards online guides and receiving short explanations on how to resolve her issues, Claire's problems persisted.
That was until she discovered Lloyds Banking Group's Digital Helpline within her local Halifax branch.
Initially, Claire's frustrations arose from her inability to find the support she needed. Like many in her age group, her challenges with digital platforms were not for a lack of trying; she simply needed personalised guidance. This is where the Digital Helpline stepped in.
Claire was given the necessary time and support to understand and rectify her issues. By breaking down the process into manageable steps, we empowered Claire to navigate her digital tasks confidently. Within a single session, Claire was back online, freely conducting her banking, shopping, and browsing activities.
However, the Digital Helpline offered Claire more than just technical support.
One of the standout aspects of her experience was the personable interaction she had with Madeline. Claire appreciated the opportunity to speak with a human who patiently guided her and delivered training in a way she could understand. Beyond the digital support, the casual chats during their session added a human touch that contributed significantly to Claire's positive experience.
The impact of this support is best captured in Claire's words: "It has been really helpful to get back online, really nice to be able to speak to a person to get help.”
By blending technical expertise with a patient, personable approach, the Digital Helpline ensures customers like Claire are not left feeling overwhelmed or unsupported in their digital journey.