Omnichannel communication is a type of strategy that involves interaction with clients and/or users across multiple communication channels in an integrated manner. Among these channels include email, SMS, phone calls, social media, instant messaging, mobile applications, and other digital or traditional communication means.

This allows clients to carry out their processes through any channel, being able to start the management via telephone and then switch to email, ultimately ending with the support of a bot.

According to a research conducted by FICO to understand customer communication behaviors and preferences in different countries regarding debt collection, interesting points are concluded:

  • 52% of customers prefer to receive payment reminders via SMS and mobile app notifications.
  • When making payments, 30% of customers prefer to pay through an online portal.
  • 79% of respondents admitted that they would not feel comfortable receiving a late payment reminder through channels such as social networks and app chat.

In the current competitive and digitalized context in which we find ourselves, it is essential for companies to communicate through different channels in their debt recovery strategy. In addition, it allows you to be present in the user’s different contact channels, and speed up debt recovery in several ways:

  • Greater reach and accessibility: By using multiple communication channels, debtors are more likely to be reached at the right time and place. Some people may prefer to communicate via email, while others may respond better to text messages or phone calls.
  • More effective interactions: Omnichannel allows the message and tone of communication to be adapted to each specific channel and the debtor’s preferences. This increases the likelihood of a positive response and facilitates the negotiation of a payment plan with users.
  • Automated reminders: Omnichannel systems can send automatic reminders to debtors, reducing the need for manual intervention and ensuring payments are not missed.
  • Continuous monitoring: With omnichannel communication, it is possible to track debtors more consistently over time, allowing for more proactive debt management.
  • Improved customer experience: Offering debtors the ability to communicate through their preferred channels can improve their experience and increase their willingness to cooperate in the debt recovery process.
  • Data collection and analysis:  This type of strategy allows for the collection of a large amount of data on debtor behavior and preferences. These data can be analyzed to identify patterns, optimize communication strategies, and improve the overall effectiveness of debt recovery.

Registered communications are essential in debt recovery processes, as they provide legal evidence of communications with the debtor: including delivery confirmation with date and time, meet legal requirements of formal notification, generate documented records of the notifications, and convey seriousness to the debtor.

These are essential elements to follow legal procedures, establish a communication history, and demonstrate the urgency of resolving the debt with full legal validity.

If you are a company with high volumes of shipments and needs tailored to your project, please contact us. If on the other hand, you are interested in starting to sign your documents with greater guarantees and you are a professional, particular, and/or small company, do not hesitate to consult the different rates available and register.