Insights and Inspirations


How WhatsApp and SMS Complement Each Other in Digital Debt Collection

How WhatsApp and SMS Complement Each Other in Digital Debt Collection

Duration:  45 mins

As the effectiveness of traditional debt collection approaches falls behind those of digital channels, and as digital continues to deliver better conversation outcomes and operational efficiencies, focusing on one channel over the other can result in missed opportunities.

Never has this been truer than with SMS and WhatsApp—two unlikely bedfellows. SMS was one of the earlier messaging channels of the digital era and is still effective for customer interaction. Still, its popularity has been overshadowed by WhatsApp, not only by customers but businesses. But there are missed opportunities by relying on SMS alone.

The beauty of digital engagement is bringing other channels into the mix, like WhatsApp. As a way of demonstration, we will look at how a leading UK online retailer achieved a 100% uplift in customer responses using this exact approach.
In today's environment, it's not about one or the other. It is about getting the balance right and playing to the strengths of each channel to achieve your collections goals. Knowing what works for customers and how to blend channels is vital.  

In this 45-minute session we will take a look at the:

  • Trends and insights in the world of digital messaging where WhatsApp and SMS fit in 
  • Statistics around channel usage for debt collection
  • How effective WhatsApp is in driving engagement and collections
  • How to optimise customer campaigns using both channels to best effect

Whether you are part of an experienced collections team, looking for innovative approaches or a beginner, this webinar will arm you with practical knowledge and tools to leverage WhatsApp and SMS in your collection's strategy.  

[Read the summary of the WhatsApp vs SMS webinar]

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Increase in Agent Productivity
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Increase in Customer Engagement


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