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Author and psychologist Daniel Goleman remarked that “True compassion means not only feeling another’s pain but also being moved to help relieve it.” And when it comes to resolving a distressing and oftentimes complex identity fraud case, we at Generali Global Assistance (GGA) understand more than most the impact compassion can have on an individual.

As one of the first providers of identity protection services in the U.S, we recognize that our service is an extension of our partners’ brands and that it can have substantial effects on their customers’ experience, and ultimately their company’s success. That’s partly why we are committed to offering award-winning service while also ensuring that we treat our end customers – your customers – with the utmost compassion, empathy, and patience.

Serious Service from Compassionate People

While other protective service providers focus on data protection alone, we believe in keeping the people behind the data at the heart of what we do, including our partners, their customers, and our own employees. We call it being people-first. This approach is what inspires our team to consistently provide high-quality identity and cyber resolution services anytime, anywhere. Unlike traditional call centers, our U.S.-based Resolution Specialists are not measured on metrics like call duration or calls per hour. Rather, empathy, assistance, and immediate action are their top priorities.

Our resolution team provides around-the-clock white-glove service to help protect customers’ critical assets and data and are always available to help restore their identities should theft occur. Additionally, the team regularly helps customers maximize the utilization of their online portals, helps protect their privacy by reducing pre-approved credit card direct mail and marketing phone calls, and offers guidance and resources around identity and cyber protection best practices.

In the event a customer’s identity is compromised, the team goes above and beyond to ensure that the recovery process is as quick and easy as possible. Our certified, multi-lingual resolution specialists assist with:

  • Affidavit submission
  • Creditor notification and follow-up
  • Communications with law enforcement
  • Lost wallet assistance
  • Emergency cash advance and travel arrangements
  • Medical identity theft assistance
  • Data recovery & device clean-up assistance
  • Home internet security restoration

Partner with a Company that Understands Your Industry & Business Goals

The right partner will serve as a positive extension of your brand, so you should ensure that the identity & cyber protection provider your company selects will treat your customers in a way that reflects your own company’s standards. The right partner will drive positive results and help strengthen customer loyalty and retention, while the wrong one can inadvertently create friction and ultimately, drive churn.

GGA has been a leader in the assistance industry for more than 50 years and has become a trusted partner to many leading Fortune 500 companies across the globe. You can trust that we’ll provide your customers high-quality, serious, and compassionate service that demonstrates our value of keeping the people we serve at the heart of our work. Don’t just take our word for it. Take a look at what a few of our end-customers have to say:

“The two technicians I spoke with were fantastic. They are an asset to [Generali Global Assistance]. They were very knowledgeable, courteous, patient, and personable. They resolved all my problems. I am so happy I have this product.”

“Identity protection is necessary today and this service is thorough and trustworthy. We have experienced identity theft and were very pleased with the attention and protection provided here.”

“Today, I once again experienced an extremely positive phone interaction with an extremely patient, well-informed, and very encouraging (to me as I am so very bad online) gentleman. His patience actually made me calm and allowed me to follow his directions easily, feel comfortable in asking him questions, as well as be able to understand the information he explained. I thanked him profusely as I am thanking you and your company for being there.”

“Cathy was so very kind, professional, caring...I can't say enough. I made a stupid mistake, and, if it hadn't been for Cathy, I would still be kicking myself. She not only was extremely helpful, but also helped me to understand that these scams are so prevalent that many people fall for them, no matter how intelligent. I must say, I should have known better as I am always on the lookout for such scams. Apparently, I was thinking of too many things when this one occurred, and I let my guard down. But, again, Cathy made me feel […] better.”

Interested in offering your customers a high-quality service they value and will actually use? Contact us today to learn how offering comprehensive identity & cyber protection can be a positive extension of your brand.

Tags: Articles, Credit Union, customer engagement, customer loyalty, customer service, Employee Benefits, Identity Theft, Insurance, Resolution, Identity Protection without Compromise, retention, Commercial Banking, Cybersecurity

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