Promoted | Omnichannel platforms can revolutionise debt collection practices and significantly enhance customer service.
escaped a technical recession, according to the latest figures from Statistics South Africa. Recession or no recession, growth is just not high enough to improve economic conditions and, coupled with record interest rates and increasing prices at the fuel pump and grocery store, South Africans are under pressure.
Second is contactability – not all customers are in a position to answer a phone call, while SMS messages have proven to be unreliable due to the influx of marketing messages. There are many other examples, but if you are able to connect with the correct person on the channel of their choice, your contactability rate increases, which increases your ability to collect arrears payments.
Similarly, many businesses have opted for menu options via a channel of their choice, be that on a business platform or another channel such as WhatsApp. If a customer receives a phone call or is drawn to another important task at work, there is often a timeout where the engagement closes and is over – which results in no resolution. Smarter deployment of technology can solve this challenge by linking the conversations across communication channels.
It is critical to understand where to automate and build efficiencies and where to allow customers to have human intervention when required. The only way to achieve this state is through a managed service approach where a provider walks the journey with a business to ensure they have the right technology and the right channels to engage with their customers effectively.
because this provides a cohesive experience that aligns with a customer’s expectations regardless of the channel they choose to use. The role of generative AI and intelligent automation further enhances the capabilities of businesses. By automating routine inquiries and guiding customers through complex processes, AI allows human agents to focus on more nuanced and high-value interactions.
Omnichannel Telviva Martie De Beer
South Africa Latest News, South Africa Headlines
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