“As household finances continue to come under strain and
the demand for frontline debt advice services grows, this
type of online working is becoming increasingly popular. In
the same way that we once saw a move from face-to-face
to telephone support, there is now a move being made
from telephone to online support.
“Often this may be the first time they have started to
research dealing with debt, it may be quite an emotional
process and being able to find independent, trusted support
straight away is important. This versatile, modern service
meets those needs; offering advice where and when people
are able to access it.
“Some people use a combination of the two, mixing on and
offline and we’re seeing a new generation of digital
customers who have grown up using online tools. For them
it’s the way they prefer to access advice and services.
“Some people who make that first step towards a more
traditional appointment may be put off by having to wait
say, two weeks, and lose that momentum or the impetus to
deal with their debts. For some people the way they feel
about their financial problems – particularly if they feel
sadness or shame around their debts – can stop them
seeking face-to-face help. The less personal nature of an
online service can be more appealing to some of those
people ݡ