Debt collection engagement has changed considerably over the years. The process is no longer the same in terms of customer service. Technology is mostly to thank for the change. It has managed to effectively transform the pursuit from an antagonistic one to a cooperative one. Thus, it has become customer-centric. In order to ensure debt recovery success, you must focus on offering the best customer experience. This post takes a close look at some of the best ways to improve customer experience when pursuing debt recovery. So, what are you waiting for? Let’s dive in.
1. Keep Customers Updated
One of the easiest ways to improve the customer experience is by keeping them updated. Communication plays a huge role when it comes to debt recovery. It should not be taken lightly. Today, customers expect to be contacted through those communication channels that they are most familiar with. There are plenty of customers that want to use a digital communication channel such as an app. They want to be able to deal with their delinquency according to a time that suits them best. Customers no longer want to receive calls and expect to be contacted using outdated communication channels. Proactive notifications can come in handy for sending payment reminds.
2. Always Be Clear Up Front
Next, you need to make sure that you are always clear upfront when pursuing customers for debt recovery. You must outline the terms of the agreement. If the terms and conditions are mentioned in small print, and the VAT is not included in the calculations, it would result in consumers feeling frustrated. On the other hand, if you communicate quickly and clearly, it will help reduce the level of delinquency considerably.
3. Invest in Omnichannel Debt Collection Management Software
Another way to improve customer experience when pursuing debt recovery is by investing in debt collection management software. It could help you better pursue debt and boost recovery rates. The truth is that it is necessary to harness the power of software to pursue debt and maintain customer loyalty. It eliminates inefficiencies and saves up valuable time. When you invest in the software, it will reduce the number of time agents spend attending calls and looking up information. Thus, they will be better able to pursue the debt.
4. Answer Questions
Finally, you also need to answer questions if you want to improve the customer experience. This is where an FAQ (Frequently Asked Questions) page on your website comes in handy. It should provide all the information that customers could need. Make sure to answer all the questions that customers would have. The information you provide should be easy to understand.
Conclusion
Competition has become fierce. If you do not put in the effort to improve your customer experience when pursuing debt recovery, your recovery rate will fall. This is why you need to take advantage of our tips to take your business to the next level.
