The debt collection industry is transforming. However, many businesses are still catching up on the latest collection practices, which is causing them to lose the collection opportunities. The complex regulatory concerns and a general wariness toward adopting the latest technology have kept these businesses from focusing on a comprehensive collection effort. A number of companies, however, are now making it simple for consumers to pay for more expensive goods in instalments.
Digital payment platforms make sending and receiving money quick and easy. Financial organizations with decades of history have quickly accessible apps that enable the consumer to run immediate access to their accounts. No business must miss out on the digital revolution.
Financial organizations have now started jumping into collections and recoveries with the help of technology and provide improved consumer and client experience. It’s more about focusing on improved consumer and client experiences, greater flexibility and increased recovery rates.
Technology-driven financial companies are now redefining in order to drive business success. Here’s what you need to focus on:
Modern communication preferences
Earlier, debt collection agencies used to contact consumers over the phone. But, the rise of digital channels provides less intrusive ways to engage with consumers. With a technology-driven, omnichannel approach, you have the option for a consumer already plugged in.
Having something as simple as an active social media presence supports existing teams and improves brand awareness.
Analyze and improve consumer engagement
When you go for digital communication, the debt collection companies clearly understand each consumer interaction with them. The exchange can be optimized over time by applying artificial intelligence and machine learning to consumer engagement data, i.e., open email rates or website browsing behaviour.
Advancement in algorithms helps expand the optimization process beyond simple A/B testing and offers consumers the messages that suit their needs. For instance, when a consumer opens an email and clicks on a link inside but does not respond to the following emails they received, the algorithm can determine a unique message to send that fits the pattern of engagement.
You have the option to optimize this at a more granular level. By testing batches of messages with small changes, you can create the perfect message for consumers.
Even today, digital debt collections have a significant physical footprint. However, newer tech solutions can be integrated into existing debt collection strategies, and full digital debt collection agencies can scale without requiring the same staffing or training of collections teams.
When building code-driven compliance solutions into the software, the fintech debt collection solution helps scale to securely service accounts. In addition, automated communication tools mean that consumers can now resolve their debt without having to speak directly to an agent.
The scalable advantage that fintech debt collection services offer is the ability to send emails to a large number of users. However, you’ll require careful planning and testing when calling an email outreach strategy.
Personalizing payment plans
Customized communication goes a long way, significantly when growing consumer engagement. It also helps them build payment plans that work to the ultimate end goal. Fintech companies in collections enable flexible payment plans. It is more about improving retention and decrease in breakage rates.
Consumers have the option to adjust payment dates to coincide with their paydays, extend payment plan duration or even request a unique hardship relief option. Unfortunately, when a consumer sets up a payment plan and unexpectedly loses their job, it is not uncommon to speak to a debt collector to cancel the payment plan.
If given more flexibility, they may be able to afford a smaller monthly payment as they get back on their feet. The process is self-directed, and consumers are empowered to take control of their finances. Technology-focused companies focus on encouraging that through their products and services.
Fintech debt collection continues to evolve and support consumers and creditors with newer technology. A personalized and customizable experience puts the debt collection industry in line with other financial services and makes it easy to pay off debt.
AI for a goal-oriented approach
Customers seek authentic and personalized communication. With AI and ML, you can provide associates with insights on customer needs and preferences to customize their contacts and choose preferred channels. You can determine the time and frequency to reach debtors swiftly.
Regulatory concerns are crucial, and companies need to stick to them. However, with stringent privacy laws and loss mitigation strategies becoming integrated with lender offerings, data backed by AI helps identify the optimal strategy and engage with customers.
Customized insight-led solutions
Debt collection agencies can utilize the AI platform to provide a 360-degree view of customers’ behaviour, leveraging data from all available sources. It helps define clear category segmentation and aids in devising strategies with custom-made requests and recommendations. Associates have access to a single-view customer dashboard. It helps them push relevant payment options, recommends plans and streamline communications.
Data-backed omnichannel approach
A data-backed omnichannel approach enables fintech companies to run an effective omnichannel strategy. It’s more about focusing on multiple customer touchpoints, including emails, calls, SMS and others. In addition, key engagement insights lead to faster collections and reduced operational costs.
Enhanced operational efficiency
Analytics on customer interactions provide vital insights into managing real-time issues during customer interactions. Data-driven research makes the debt collection process more goal-oriented, customer-friendly and accelerated, improving operational efficiency.
Digital debt collection helps drive business success. Leveraging AI and ML helps improve CX and provides business opportunities for lenders. However, to leverage AI and ML to their optimum and derive contextual insight, there’s a significant need for a robust platform that helps integrate data from traditional and digital sources.
Fintech debt collection firms must continue evolving and supporting consumers and creditors. You need to provide consumers with a personalized and customizable experience as part of the process. At Vital Solutions, we can leverage diverse technologies for a transformation framework for decoding customer interactions and personas. As a result, we can help you drive down your cost of collection and guarantee enhanced recovery rates.