The benefits of dynamic customer self-service journeys in debt collection

Customer self-service is the single most cost-effective and easy-to-deploy option to instantly boost inbound engagement. As part of your wider collections toolkit, it’s indispensable. It doesn’t solve every challenge or suit every customer, but McKinsey results prove it has a valuable role to play across the collections lifecycle. 

Self-service portals may consist of straightforward payment options and/or an online I&E form, but the possibilities are endless and are not limited to early arrears or indeed payments. Flexys clients often choose to digitise routine paper processes to make measurable savings in agent (and customer) time, in addition to the usual payment and arrangement facility. Engagement rates prove that while some customers will always need support from an agent, increasing numbers are happy to avoid a long phone call and complete the task online at a time of their choosing.

Choose your journey – static or dynamic? 

Online journeys may follow a straightforward paper-to-digital format where customers follow a linear path through a series of standardised, fixed web pages. However, in many circumstances, customers benefit from a more nuanced and personalised approach.

Dynamic self-service offers every customer a flexible, personalised journey that progresses according to the information the customer has submitted. For example, when financial information is submitted, the onward options change to reflect the customer’s affordability. If there are indications of vulnerability, the next step may be to offer a support journey to capture more detail and direct to appropriate help. It could be that flags are raised in a journey that prompts direct agent intervention. Every piece of data has the potential to influence the customer’s experience to reflect the most appropriate options available to them in their current circumstances.

The benefits of dynamic self-service in debt collection

• Reduces dropout rates by staying relevant to each customer.
• Provides the personalised options that customers and regulators approve of.  
• Reduces the need for agent follow-up or revision, saving time and effort. 
• Reduces unintentional detriment by ensuring due consideration is given to the customer’s stated current circumstances.
• Gathers information in a more structured and accessible way for future use.
• Reduces call waiting times and first-time resolution by freeing up agents to spend time where they can make a real difference.
  

If you’d like to explore dynamic customer self-service collections with the leaders in the field and talk through opportunities in your organisation to build quick-return digital capabilities, start the ball rolling by emailing enquiries@flexys.com

Return to Resources