What can digital engagement results tell us about the customer appetite for self-service in debt collection?

Only customers can decide if digital self-service debt resolution options work for them. Download our quick guide to the results that Flexys clients achieve.

Customer self-service in debt collection can be a divisive subject, and some remain sceptical about the contribution that digital self-service can make. Mediocre performance can compound the feeling that self-service is a niche preference, but with the majority of self-service portals offering a limited variety of standardised, fixed journeys; it’s little wonder customers feel frustrated and de-personalised and revert to phoning the contact centre.
But what is possible when digital journeys are flexible and can dynamically respond to customer input, presenting relevant next steps along the entire interaction?