Many businesses face significant challenges when it comes to debt collection. These can range from the time-consuming nature of the process and maintaining positive customer relationships, to adhering to strict compliance regulations.
Businesses also often struggle to ensure their communication is both effective and respectful. Communicating the urgency of debt recovery while maintaining the customer’s dignity is a delicate balancing act.
Methods of communication also vary depending on the customer. Some prefer traditional methods like phone calls and letters, while others respond better to digital communication like emails or texts.
These challenges underscore the need for a strategic, empathetic, and multi-faceted approach to debt collection. An approach that a global debt recovery agency like Revenue Assurance Partners is well-equipped to handle!
Is your business using the right channels to meet your customers’ needs? Read on to learn more about how leveraging multiple channels is key to efficiently collecting past-due payments.
The evolving debt collection landscape
Managing past-due invoices has traditionally relied on a few standard methods. These include phone calls, letters, and even in-person visits for more urgent debts.
However, customer preferences have evolved with the times. Although nobody wants to hear that they owe money, customers prefer to be alerted through less intrusive communication methods – like emails and texts.
Through these channels, customers can be alerted that they need to make a payment without interrupting their day. On the other hand, calling customers out of the blue can catch them off guard, leading to immediate frustration.
According to the Pew Research Center, 97% of Americans own a cellphone. More than that, the average American checks their phone 144 times per day. This means that if you text your customers about their past-due invoices, they are likely to see it.
Many customers also favor online platforms where they can manage their debts independently at their convenience. Some businesses may be concerned that these less intrusive channels will lead to a lack of urgency in making a payment. However, asking customers to take the time out of their busy schedules to pick up the phone and call you will only result in fewer resolved debts.
Concerned about the costs involved with offering multiple customer support channels? Equipped with in-house technologies, an outsourced debt collection agency like Revenue Assurance Partners can help your business offer multi-channel service without breaking the bank.
How offering multiple channels enhances CX
According to Calabrio, 97% of consumers say customer service interactions impact whether they’ll stay loyal to a brand. This means that prioritizing the customer experience (CX) should be the foundation for any successful debt recovery workflow.
By offering various channels like email, live chat, text messages, and online portals, your organization can cater to individual customer needs. This approach not only demonstrates respect for their preferences but also enhances engagement by reaching them through their preferred medium.
Keyways that multi-channel communication improves the customer experience include:
- Personalization: Tailoring communication based on your customer’s preferred channel delivers a personalized approach.
- Convenience: Providing multiple channels offers customers the convenience of choosing how they wish to be contacted and respond.
- Accessibility: Ensures that messages reach customers who may not have consistent access to one particular channel.
Incorporating these elements into your debt collection strategy will help you deliver more positive customer experiences. With happy customers, it’s easier to both retain and attract business.
Phillip Weaver
President
