Why offer digital self-service?

Giving customers the tools to manage their own accounts has clear benefits:
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Open all hours: Customers can find answers or make payments anytime, day or night.

More Privacy: People often feel more comfortable handling money matters privately online.

Speed: Routine tasks are handled instantly and accurately.

Lower Costs: Digital tools offer significant savings on operational expenses.

Going digital doesn't mean you have to stop talking to your customers. You can offer these new tools while keeping traditional support channels open for those who prefer them.
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Saving time for those who need it most

While most people prefer managing money online, a small group of customers either cannot or do not want to use digital tools. Surprisingly, increasing digital self-service actually helps these customers. By freeing up your team.

‍That time can be reinvested where it matters most:

• Complex Inquiries: Handling difficult problems that require a conversation.
• Vulnerable Customers: Providing dedicated support to those who need extra care.
• Better Availability: Offering extended phone hours.

The goal is to keep traditional support open, but make your digital tools so good that most customers naturally choose them – leaving the phone lines free for those who want to talk to you.
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How to encourage customers to use self-service

To make self-service the preferred choice for your customers, focus on these four areas:

Make it personal: The experience should be relevant to the individual. This saves time and reduces effort.
Make it adaptive: The system should react to what the customer tells it. For instance, if a customer identifies as vulnerable, they should be automatically switched to a specialised support track without disrupting their journey.
Keep it Simple: Inclusivity is key. With the average UK reading age at nine years old, and many adults struggling with maths, you must design for the lowest skill level. Use simple language and clear calculations.

Address Common Concerns:

Security: Use strong encryption and follow data laws strictly.

Education: Provide clear guides on how to use the tools.

Trust: Be transparent about automation and make it easy to reach a human if needed.
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Conclusion: Better service for everyone

You don’t have to choose between digital and traditional customer support – you need both.

Balancing the two, you create a debt collection process that works for everyone, no matter how tech-savvy they are. A strong digital strategy handles the majority, which expands your team's capacity. This ensures your agents have the time to provide specialist care to vulnerable customers or those with complex problems.