The collections landscape is ever-evolving, because of a growing influx of new debt, digitally aware customers, more stringent laws, and path-breaking technologies.
As a result of that, today’s customer is becoming exceedingly demanding, and she expects choice. In the context of customer service, having a choice means being able to choose whatever seems the best path for getting something done. The customers of today expect a seamless transition from one form of service delivery to another. With that said, it doesn’t come as a surprise that companies with strong omnichannel customer engagement retain 89% of their customers, compared to 33% for companies with weak omnichannel engagement.
This is the world of omnichannel engagement: where all the possible digital touch points are woven into each other, seamlessly changing from one track to another, working in tandem, and not independent silos.
Having a strong omnichannel presence is definitely easier said than done - which is why a number of customer service leaders are now focusing on developing an effective approach to deliver improved customer experience at reduced costs.
We have compiled a list of 3 reasons why we believe omnichannel communication and debt collection is the future.
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