blog.1.image

Online Communication With InDebted

Dean Kelly
Dean Kelly

Digital communication is transforming society in ways even a decade ago seemed hard to imagine - so why shouldn’t debt recovery be moving with the times?

We know the debt collection industry sorely needs a rocket blast for its outdated, impersonal and inconsiderate reliance on phone calls, snail mail and door knocks.

InDebted’s number one goal is delivering the world’s best customer service experience. It’s our process over outcome belief - we’re empowering our customers’ journey towards financial fitness. We truly trust our customers and care for their wellbeing and our digital communication puts our words into action.

In 2015 the Australian Competition and Consumer Commission (ACCC) research showed  “consumers who are contacted by debt collectors can suffer personal stress and real or perceived reputational damage.”* But yet that’s exactly what traditional communication methods can specialise in. 

Even if the phone call comes with good intentions, customers may experience fear and anxiety with repeated attempts to contact them. Customers may also feel ashamed to explain their circumstances behind their account - which is an awful situation to place them in. Our polite and caring digital communications are written by real people for real people. We encourage customers to share account circumstances so we may best support them in a customised financial journey.

Our customers increasingly prefer email, SMS and WhatsApp messages and with the COVID-19 pandemic changing every facet of our lives, our online platforms are tailor-made to support our customers remotely. When you access our online live chat, you’re speaking to a real person. You’re in complete control of your account - we supply the tools and ongoing support to back your choices. 

Yet just because something works now doesn’t mean we’re going to sit back and chill. We know we need to show why we have our industry’s highest customer satisfaction rating on Google in every single step of every customer journey. We’ll continue enhancing our online payment portal which empowers customers to pay their balance without speaking to anyone if they wish. We’ll update our communication methods as our customers prefer.

And we’ll continue delivering the best customer service to give debt collection that badly-needed rocket blast.

* ACCC Report