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How To Build Effective Customer Service For Vulnerable Audiences


Jun 21, 2023

In the era of digital experiences, effective customer service and consistency across all platforms and services has become more crucial than ever.

Additionally, if you’re aiming to serve vulnerable audiences, you have to understand their needs and challenges.

As a digital conference to be held in August will show up, there are a few steps and concerns that needs to be addressed in order to build customer services thought out for vulnerable audiences

One of the first ones is training your staff to:


  • understand
  • recognise
  • respond to vulnerability

With that in mind, this article will explore how to build effective customer service for vulnerable audiences, so you will be better positioned to prevent customers from experiencing further harm.

Understand your vulnerable audience

The first step in building effective customer service for vulnerable audiences is to understand their needs, preferences, and challenges.

Research and engage with the community you’re serving. Factors such as:

  • age
  • disability
  • language
  • socio-economic status

It can impact how your audience interacts with your customer service team.

Identify the characteristics of the vulnerable audience you’re serving. Consider the potential barriers they may face in accessing your customer service.

For example, individuals with visual impairments may require alternative forms of communication, such as audio descriptions or Braille.

Train your customer service team

Your customer service team plays the biggest role in providing support to vulnerable audiences. They must know how to recognise and understand the unique needs of these audiences.

Provide your team with the necessary tools and resources to serve vulnerable audiences.

Emphasise the importance of:

  • empathy
  • patience
  • active listening in customer interactions

Encourage your team to put themselves in the shoes of the customer. Listening to their needs can help build trust and foster positive relationships.

To further support your team, train them to handle sensitive situations with care and respect.

This can include providing training on how to deal with individuals who may be experiencing trauma or who have experienced discrimination.

Creating a safe and supportive environment for vulnerable audiences can help build trust and foster positive relationships with your customers.

Adapt your communication channels

The audience you’re addressing may not be familiar with the communication channels you’re using daily. Offer communication channels that are accessible and easy to use for vulnerable audiences.

Your website, social media, and other digital platforms should be designed with accessibility.

Offer alternative forms of communication (messaging, video calls) to better serve your audience.

This can help ensure that vulnerable audiences can access your customer service regardless of their abilities or circumstances.

Ensure to also provide clear instructions on accessing and using these channels.

Provide clear and concise information

It is of the utmost importance that the information about your service is clear, concise, and easy to understand. This is especially true when dealing with vulnerable audiences.

One of the biggest challenges in providing information to vulnerable audiences is using technical jargon or complicated terminology. This type of language can be difficult to understand and may even lead to confusion.

To ensure that your customers are fully informed, make sure that your information is easy to comprehend. It is possible to do that by providing step-by-step guidance and visual aids to help customers navigate through your processes. Not only does this make your services more accessible, but it also helps to simplify the communication process.

Also, make sure that your services are available in multiple languages if necessary. This can help ensure that all individuals, regardless of their language abilities, can access your services without the need for additional help.

Offer additional support

Consider extra support options to further assist vulnerable audiences in accessing your services or products.

This can include offering:

  • personalised support to ensure that individual needs are being met
  • partnering with community organisations that specialise in serving vulnerable audiences

By taking these measures, you can broaden your reach and make your services more accessible to those who need them most.

Proactively address any potential issues or concerns. This will help to ensure a positive customer experience and foster trust with your audience.

By listening to feedback and making necessary improvements, you can continue to improve your services and meet your customers’ needs.


Building effective customer service for vulnerable audiences requires a thoughtful and intentional approach.

You can better serve vulnerable customers by understanding them, training your team, adapting your communication channels, providing clear information, and offering additional support.

We strongly encourage you to implement these strategies outlined in this article to better serve vulnerable audiences and create a positive customer experience.

By taking a thoughtful and intentional approach, you can build strong relationships with your customers and ensure that they feel heard, valued, and supported.

By admin