Introduction to InDebted’s omnichannel strategy

Omnichannel debt collection means being able to support customers across multiple channels, with a continuous, consistent experience. This means customers can pick up the conversation where they left off, regardless of the channel they’re using to communicate.

Omnichannel engagement

Our third-party solution engages with customers using a variety of channels – two-way SMS, email, livechat and voice. Going further than most digital debt collection strategies, we use machine learning and AI technology to determine which channel would work best for each customer. This means that from a customer’s very first message, conversion is maximised.

To create a true omnichannel strategy, our Collect solution ensures that customers can continue their dialogue with us using any channel. For example, let’s say a customer reaches out on livechat to discuss their balance, but then later on decides to send an email. The agent responding to the email can review the customer’s previous livechat conversation, preventing the customer from having to repeat their inquiry – which can create a disjointed experience.

How omnichannel improves performance and customer outcomes

In traditional voice-based recoveries, 78% of unknown calls are blocked. Relying purely on voice strategies to drive high collections rates is no longer necessary, or conducive to a positive customer experience.

Collect’s years of delivering an omnichannel strategy show that:

• 280% improved engagement rate with omnichannel communication
• Up to 40% higher liquidation when compared to voice-only strategies
• More positive experiences – rated 4.9 stars by over 2,500 Google reviews

These uplifts demonstrate why more businesses are choosing to collect better, recover more and create better collections experiences.