Insights and Inspirations


Self-Service is Letting You Down; Here’s Why

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.

Watch the webinar on demand: Register here 

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

Watch the webinar on demand: Register here 


Everything you need to deliver great customer experiences and business outcomes

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If you need to improve your customer engagement, talk to us and we'll show you how AI automation via digital messaging apps works. You will love the Webio experience. We promise.

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Uplift in Payment Arrangements
Increase in Agent Productivity
Decrease in Operational Costs
Increase in Customer Engagement


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