How WhatsApp and SMS Complement Each Other for Digital Debt Collection
In recent years, companies have embraced self-service solutions to replace the phone to manage debt conversations and FAQs. The biggest issue here is these companies are ultimately sacrificing customer intimacy for operational efficiency.
This trade-off comes at a cost. The loss of customer intimacy directly impacts customer experience, the ability to handle and manage multi-layered complex issues and ultimately, conversation and business outcomes.
Self-Service is excellent for doing a range of specific jobs. However, customers on a self-service journey will still have questions that need answering and may need to engage with an agent. Traditional standalone self-service doesn’t allow any back-and-forth engagement or an opportunity to deliver more personalised experiences.
So, how can companies marry intimacy with efficiency to create a win-win scenario? The answer is Conversational AI. With conversational customer engagement- automation, real-time data, blended chatbots/agents, and AI - you can introduce the one-on-one intimacy of a phone call to a digital channe.
As stated in above, reducing operational costs does not have to come at a cost to the customer; it is possible to achieve both.
Here's a summary snippet of the webinar:
In this 35-minute session we will discuss how to:
Make Self-Service work better for you
Achieve the right trade-off between being efficient and delivering on customer needs
Unlock the self-service potential to deliver the same value as a phone call
Design a self-service journey underpinned by messaging to ensure customers complete the payment journey
Increase collections by over 10% using 75% fewer agents
Let Webio help define and achieve a metric that matters to you
Take advantage of our ground-breaking AI-assisted communications to achieve better outcomes for your enterprise.
Register for a personalized demo where our team will review how Webio's intelligent customer engagement solutions can positively impact inbound and outbound customer engagement in your business.