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Collection is a fundamental process to ensure the financial stability of your company and maintain strong relationships with customers. The challenge is to have an efficient collection process that is also friendly and does not create friction in the user experience. In this article, I'll discuss how to achieve this!
The world of business has changed. Phone calls, emails and letters are outdated and inefficient means of communication. Emails and SMS are heading in the same direction; although they still work, they have lost effectiveness in the face of the rapid advancement of communication.
To this, you must add another determining element that has emerged in recent years: the customer experience. The challenge, therefore, is to achieve maximum efficiency without friction in the user journey when interacting with your company.
And this is where WhatsApp comes in as the best channel to communicate with your customers in a natural, friendly and discreet way; allowing you to create a collection strategy with:
- Quick and efficient interaction.
- Friendly reminders about due dates.
- Automation of billing processes.
- Streamlining the process of generating and sending invoices.
- Precision and consistency throughout the process.
- In addition to developing conversations with Artificial Intelligence to capture data for further personalization of the collection process.
That's why in this post, I talk about the best way you have to implement a friendly collection process that also improves the experience of your users. In this post, you will see:
- Why you should move away from traditional methods
- WhatsApp as a familiar, respectful and friendly tool
- The benefits of preventive collection messages
- Clear and automated billing processes, the key to success
- The importance of using cutting-edge technology
- Make the collection process a memorable experience with Truora
Why move away from traditional methods?
It might seem redundant, but it's always worth taking a look back at the rapid changes we've experienced. The quick answer to this question is that traditional methods, such as phone calls, emails and letters have lost their effectiveness.
Change in consumer behavior patterns
This is what I'm talking about regarding the customer experience, users are constantly bombarded with unwanted calls, unsolicited emails and spam SMS messages that go straight to the trash.
This excess of communication, without the slightest sensitivity, has led to a drastic drop in receptivity to these traditional collection methods.
Impersonal and outdated
If we add to this the fact that they lack the personalization and adaptability necessary today to address the individual needs of customers, the result is that these methods are the opposite of marketing.
Basically, those who still use them have not entered the era of the customer experience as the axis of business, and, worse, they are missing precious opportunities to increase profitability and retain customers.
WhatsApp as a familiar, respectful and friendly tool
Our era is marked by two main axes: personalization and immediacy.
- Personalization: because the user prioritizes companies that, in addition to excellent service, offer a special connection, that know their name, that know how to communicate personally with them, and that give them useful advice tailored to their particular reality.
- Immediacy: because the trend is towards the instantaneous, the 24/7 service; the user has less and less tolerance for having to wait and prioritizes companies that value them and do not waste their time.
That's why WhatsApp has become so relevant in the collection process.
Non-intrusive and respectful contact
With WhatsApp in collections, you can establish non-invasive and respectful contact with customers that adapts to their schedules, allowing for quick and discreet bidirectional communication without interrupting the customer's daily routine or invading their privacy.
Consumer preference
WhatsApp serves as a filter. It is a platform that provides a lot of security, so users trust it, and that trust transfers to your communication and creates an opportunity.
Customers prefer this type of communication because of its familiarity, which increases the open rate and the likelihood that they will be receptive to the content of your collection messages.
Personalization and adaptability
And the key advantage of WhatsApp is its development of the WhatsApp Business API, with resources specially developed for companies that will allow you to achieve a level of personalization never seen before.
Users won't see you as a threat reminding them of an uncomfortable moment, but as a collaborator helping them organize their accounts and achieve financial fulfillment.
What are the benefits of preventive collection messages?
Now let's talk about the possibilities of automating and capturing data for personalization offered by technological advances so that you can increase your efficiency when collecting and, at the same time, provide more benefits to your users.
Efficiency and opportunity
One of the main advantages of preventive messages is their ability to improve the efficiency of the process because they are sent automatically at strategic times, such as a gentle reminder from a friend long before the due date.
This also reduces the need for manual intervention and ensures that customers receive the necessary information at the right time.
Reduction of delinquency
By keeping the customer informed about their financial obligations, you help them organize their pending payments. Trust me when I tell you that this is very important because one of the main pains of users is disorganization.
The user suffers from the experience of wasting their money poorly; if you help them organize themselves, you will gain their preference and also significantly improve on-time payment rates, reducing the need for unpleasant collection actions.
Practical examples of effective messages
Here are some practical examples of effective collection messages:
Due Date Reminder:
“Hello [Customer's Name] 🙂, just a friendly reminder that your invoice is due in 3 days. You can easily and securely pay through our online portal or, if you prefer, on our app to negotiate an installment and modify the due date 😎. Thanks for your attention!"
Payment Flexibility Offer:
"Dear [Customer's Name], we understand that financial difficulties can arise. Do you need help finding a payment solution that suits your needs? 🤔 We're here to help 💪. Contact us to discuss options."
Thank You for Payment:
“Hi [Customer's Name]! We want to thank you for your punctual payment. 😀 Your commitment to us is invaluable. If you have any questions or concerns, please don't hesitate to contact us. Thanks again!"
Clear and Automated Billing Processes, the Key to Success
In addition to collection messages, clear and automated billing processes are essential to maintaining efficiency and transparency in the collection process.
- Detailed and easy-to-understand invoices: to avoid confusion and ambiguities and facilitate the payment process.
- Flexible payment options: such as online payments, bank transfers or payment plans to increase the chances of them paying on time.
The importance of using cutting-edge technology in 2024
And finally, I'll discuss the importance of leveraging cutting-edge technology to transform the collection process into a competitive advantage that not only ensures profitability but also positions you in the minds of your users as a trusted reference.
Technology is the gateway to the following benefits I'll mention below.
Building stronger relationships
A personalized approach to collections involves treating each customer as unique, understanding their individual needs and adapting the collection strategy accordingly. This fosters long-term loyalty.
More data for personalization
Through data analysis and the use of Artificial Intelligence tools, you can gather detailed information about your customers' payment habits, communication preferences and financial situations, enabling you to personalize your collection strategies more effectively.
Automation and efficiency
In addition to personalization, technology also enables process automation in collections, improving efficiency and reducing manual workload for employees, freeing up time and resources that can be devoted to more strategic activities.
Integration of communication channels - omnichannel
Another important aspect of a technologically advanced approach to collections is the integration of multiple communication channels. This allows you to lead your customers from any channel, be it email, social media or SMS, to a conversation via WhatsApp.
Customer security and trust
Furthermore, advanced technology in collections also brings benefits in terms of customer security and trust.
Secure online payment systems and data protection measures ensure that customers' financial information is protected at all times, contributing to a safer and more transparent collection experience.
Adaptation to changing market needs
It is essential to stay up to date with the latest trends and technologies to be better positioned and build strong relationships with customers, improve operational efficiency and ensure the long-term financial health of your company.
Make collections a memorable experience with Truora
And the best part is that all of this is within your reach because Truora offers you the most advanced technology so you can take advantage of it without barriers, benefit from digital possibilities, and take your collections to another level.
Discover Customer Enagement by Truora today, take your free trial and turn your collections into good news for your users.
