The delivery of customer service occupies a great deal of resources in many consumer-facing organisations – especially in those with enduring, account-like relationships with their clients. When such relationships are involved, a considerable part of the challenge in delivering great service revolves around identity – both from the customer’s perspective and that of the organisation.

Biometrics can help both parties with this challenge. Done well, organisations can save money and reduce risk, and customers can save time and feel confident in the security of their information. But these outcomes are not a given: much better results arise when identity elements are connected to customer service with careful attention to the details, to ensure that both the organisation and the customer are getting the most from the customer service experience.

It’s possible to do all this work alone, of course – internally, with the people already tasked with thinking deeply about service improvement. But it is often the case that additional expertise in the field at hand can help bring teams together, provide counsel, and offer concrete insights to make it easier and quicker to deliver excellent experiences for customers and greater benefits for the organisation. That’s where we come in: Reason360 helps organisations to use AI and biometrics to deliver better customer service.

With careful thought about the experiences our customers have, the challenges that they will have during their different journeys as customers, and the organisational context in which service is delivered, great outcomes can be brought to life.

Read our story of responsible use in Two decades of biometrics: A story of responsible use.