Fully compliant automated chatbots were developed to lead early-stage outbound-SMS-messaging. This starts customer conversations with a view to resolving issues during a messaging conversation with an agent or flagging a site visit. Eliminating the pressure for customers to talk to agents resulted in customers responding with more consideration given to their responses.
Adding 'I&E' and 'Change of Circumstances' conversational form functionality enabled agents to send conversational forms during a messaging conversation. Customers have the option to discuss payment plans and fill out required forms. Agents are now only calling to customers they need to, with home visits being shorter and less costly.
Webio was highly effective during the Covid-19 emergency. Getting agents working remotely, creating/deploying a proactive 'Covid-19 Repayment-Bot' to manage thousands of payment reductions and holiday requests. Designed to ascertain if customers' income was reduced and worded empathetically, the bot guided customers through an ID&V process determining ability-to-pay and if a holiday was required, then scheduling an agent-call.
"Webio's conversational messaging now plays a primary role in our customer contact strategy deploying before dialler campaigns and field visits and it really wo"
Jonathan Booker | Head of Field Collections | Snap Finance