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Customer Connections:
The New Conversation Rules

for credit, collections and payments

conversational customer engagementHouseholds face one of the most challenging periods in money management, with rising inflation, fuel costs and interest rates. Credit and collections teams are at the heart of this fragile financial climate, engaging with at-risk customers who face unprecedented financial difficulties. This report draws on new research to explore the attitudes and expectations of customers when interacting with credit and collections teams. 

Written for those operating a credit and collections team, this report draws on research carried out with 2,000+ UK adults to present new insights into the attitudes and expectations of customers when interacting with brands on finance-related issues as we enter this new age of financial pressure.

We explore

  • How the shift towards new digital channels is impacting standard processes
  • What's important to customers when interacting with brands over finance-related issues
  • The role of empathy and understanding in driving positive conversation outcomes

New rules of customer conversations

We outline the new rules of customer conversations in credit and collections and give six smarter ways to engage positively with customers across the debt cycle to make having difficult conversations easier and ensure increased engagement rates that positively impact cash flow.

Read the report

To find out more about the new rules of engagement for credit and collections -- and how the right approach will transform your customer relationships.

Learn more about Digital Customer Engagement
in Credit and Collections

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METRICS WE’VE ACHIEVED

52%
Uplift in Payment Arrangements
42%
Increase in Agent Productivity
57%
Decrease in Operational Costs
48%
Increase in Customer Engagement

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