Insights and Inspiration

THOUGHT BOX

Pandemic paving the way for the omni-digital customer: B2B and B2C must prepare

Recent months have seen a huge rise in expectations for digital-only customer experiences - and the trend seems likely to continue.

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95% of customer journeys now occur across multiple channels

Customers use a growing number of different channels during their purchase process. But bricks and mortar remains important. As if there were any doubts about the importance of offering your products and services across different channels, a new study says that 95% of consumers now rely on it.

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Chatbots Are Machine Learning Their Way To Human Language

To deal with so much change, an effective chatbot must be rooted in advanced Machine Learning, since it needs to constantly retrain itself based on real-time information.

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Image if microchip with AI in the centre

Five trends shaping the future of the fintech industry

As the Fintech world is undergoing a radical reformation, here is a list of 5 key trends that is likely to shape the upcoming future of fintech industry

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Image if microchip with AI in the centre

Where AI Is Delivering A Competitive Edge In 2020

The IDC forecasts that spending on AI technologies will grow to $97.9B in 2023, more than two and a half times the spending level of 2019. This fascinating insight and many more are from Deloitte Insights' Survey: State of AI in the Enterprise, Third Edition: Thriving in the Era of Pervasive AI

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Brands say digital transformation projects have accelerated by 6 years

Brands say digital transformation projects have accelerated by 6 years

COVID-19 has forced many brands to deliver years-long transformation programmes in the space of a few weeks. It’s been well-documented how quickly many brands have had to accelerate certain aspects of their digital transformation plans as a result of the coronavirus pandemic.

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Brands say digital transformation projects have accelerated by 6 years

More Than Half of the People on earth now use social media

3.96 billion people use social media today, accounting for roughly 51 percent of the global population DataReportal analysis shows.

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Map showing where Voice Assistants Have Trouble With Understanding Welsh, Scottish Accents

Voice Assistants Have Trouble With Understanding Welsh, Scottish Accents

Voice assistants have a hard time understanding nearly a quarter of regional accents in the United Kingdom, according to a new study by British price comparison and consumer advice firm Uswitch. Both Google Assistant and Amazon Alexa struggle in particular with Welsh and Scottish accents, but nowhere in the country did voice assistants perform perfectly.

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Man holding a phone with icons hovering above of speech bubble and AI icon

How Conversational Messaging Helped Debt Collection During Covid

Over the course of the last 6 months the Webio team received calls from existing and new clients who were scrambling to react with lightning speed to the needs of their customers and the businesses. Now with a little distance in the rear-view mirror, we are going to look at the role that conversational messaging played in getting agents back engaging with customers in a better and more efficient way. And highlight the wins that clients achieved.

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Will Chabots Collect My Customers Payments?

Will Chatbots Collect My Customers Payments?

The world of collections and recoveries won’t be immune to this new wave of AI and high levels of automation. The role of human collections agents are destined to change with agents becoming more skilled and their role focused primarily on complex negotiations and organising arrangements with customers rather than on low value routine customer engagements.

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Image of Webio chatbot in the middle of a phone with images representing AI and automation

What is Conversational Engagement and Why It Works

With so much distraction it can be challenging to connect with customers, especially if you work in credit and collections. But over the past few years we have somewhat of a sea change. Customers who do not want to be contacted are increasingly more likely to respond and engage if they don't have to have a voice-to-voice conversation with a debt collections agent. So, what has changed?

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Chatbots in Debt Collections image shows illustration of a call centre agent on the left, a Webio chatbot on the right and a phone with text messages in the middle

Conversational AI in Debt Collections: Why It's Good for You and Your Customers

We are now living in a digital world and adopting a digital approach to debt collection and engaging with customers via digital conversations is becoming more and more mainstream. Yes, there are companies that are somewhat reluctant to take that step but, the industry is quickly evolving towards digitalisation, automation and AI and here are some things that you need to know:

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From SMS to Slack – The Evolutionary Path of Messaging

From SMS to Slack – The Evolutionary Path of Messaging

As we all are well aware, organisations have quickly shifted to remote conferencing and engagement for their internal team communications. From Zoom, Teams to Slack the communication and collaboration platform options are endless with many making the jump overnight. But what about customer interactions, where do they fit in? We have more communication platforms, more messaging, more options and its' hard to keep it all straight. We are in a period of significant social change and the new normal is just super saturated with communications.

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The Liquidity Challenge: How Automation is Proving Itself in Collections

The Liquidity Challenge: How Automation is Delivering in Debt Collections

There is no doubt that the word “liquidity” will be on everyone’s lips in coming months both from a business and personal sense. The concept is simple with one question being asked “do I have enough money to do the things I need to do?” shopping, petrol or trade creditors it doesn’t really change the calculation needed, income vs expenditure. In all too many cases the gap between these two figures will be a significant with expenditure far exceeding income. That’s a problem!

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What Technology Is Transforming Debt Collections

What Technology Is Transforming Debt Collections

How can companies reduce the unnecessary chasing of customers that only serve to taint the collections process from a customer’s point of view? Well the good news is that cloud-based technology in debt collections is playing an important role and where once was frowned upon is fast becoming the happy bedfellow of the debt collections process.

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Picture of mobile phone with conversational messaging conversation - speech bubbles with bots and customer icons

Conversational Messaging Outperforming the Dialler in Debt Collections

For years diallers have been successful in removing some of the friction from the customer contact processes. But now there is a new kid on the block that is proving to be a worthy opponent. Messaging. Not just any messaging- conversational messaging.

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Man holding a phone with icons hovering above of speech bubble and AI icon

How Conversational Messaging Helped Debt Collection During Covid

Over the course of the last 6 months the Webio team received calls from existing and new clients who were scrambling to react with lightning speed to the needs of their customers and the businesses. Now with a little distance in the rear-view mirror, we are going to look at the role that conversational messaging played in getting agents back engaging with customers in a better and more efficient way. And highlight the wins that clients achieved.

VIEW
Conversational Customer Engagement - The Key to Innovation and Collections Success

Conversational Customer Engagement - The Key to Innovation and Collections Success - E-Book

In this ebook, we look at what it means to be innovative in debt collections and how to create engaging customer experiences, the scale of the shift to messengers and just why moving to a conversational customer engagement model is the key to success.

VIEW
Will Chabots Collect My Customers Payments?

Will Chatbots Collect My Customers Payments?

The world of collections and recoveries won’t be immune to this new wave of AI and high levels of automation. The role of human collections agents are destined to change with agents becoming more skilled and their role focused primarily on complex negotiations and organising arrangements with customers rather than on low value routine customer engagements.

VIEW
Image of Webio chatbot in the middle of a phone with images representing AI and automation

What is Conversational Engagement and Why It Works

With so much distraction it can be challenging to connect with customers, especially if you work in credit and collections. But over the past few years we have somewhat of a sea change. Customers who do not want to be contacted are increasingly more likely to respond and engage if they don't have to have a voice-to-voice conversation with a debt collections agent. So, what has changed?

VIEW

Conversational Customer Engagement for Credit, Collections and Payments

In this 2 minute video you will get a flavour of how conversational engagement can work when engaging with customers about outstanding payments.

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Chatbots in Debt Collections image shows illustration of a call centre agent on the left, a Webio chatbot on the right and a phone with text messages in the middle

Conversational AI in Debt Collections: Why It's Good for You and Your Customers

We are now living in a digital world and adopting a digital approach to debt collection and engaging with customers via digital conversations is becoming more and more mainstream. Yes, there are companies that are somewhat reluctant to take that step but, the industry is quickly evolving towards digitalisation, automation and AI and here are some things that you need to know:

VIEW
From SMS to Slack – The Evolutionary Path of Messaging

From SMS to Slack – The Evolutionary Path of Messaging

As we all are well aware, organisations have quickly shifted to remote conferencing and engagement for their internal team communications. From Zoom, Teams to Slack the communication and collaboration platform options are endless with many making the jump overnight. But what about customer interactions, where do they fit in? We have more communication platforms, more messaging, more options and its' hard to keep it all straight. We are in a period of significant social change and the new normal is just super saturated with communications.

VIEW
The Liquidity Challenge: How Automation is Proving Itself in Collections

The Liquidity Challenge: How Automation is Delivering in Debt Collections

There is no doubt that the word “liquidity” will be on everyone’s lips in coming months both from a business and personal sense. The concept is simple with one question being asked “do I have enough money to do the things I need to do?” shopping, petrol or trade creditors it doesn’t really change the calculation needed, income vs expenditure. In all too many cases the gap between these two figures will be a significant with expenditure far exceeding income. That’s a problem!

VIEW
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