Master the Contact to Payment Journey with Omnichannel Persona-Based Strategies
What does an Omnichannel Contact & Payment Strategy Look Like?
Omnichannel strategies refer to engaging with customers through multiple integrated channels such as voice, SMS, email, chat, and payment portals.
These strategies aim to improve customer satisfaction by allowing individuals to choose their preferred mode of communication at each stage of their payment journey.
This approach is especially crucial in debt collection, sales, and payment processes where customer behavior varies significantly across different personas.
THE CHALLENGE
With so many new and flexible ways for businesses to communicate and accept payment with their customers you would think that engagement and contact rates would be at all-time levels. However, that’s not the case as getting someone to answer a phone call has never been more difficult.
Digital communication (like email and SMS) and web chat are cost-effective methods for communication but not always appropriate for every situation.
THE SOLUTION
Instead of taking a one-size-fits all approach, use consumer payment personas to create a personalized communication playbook most likely to drive results. Powered by what you know (and will grow to know) about your customers, this omnichannel playbook strategy can increase contact and conversion rates by 14-18%.
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Avg. Engagement Rate - Omnichannel
%
Avg. Engagement Rate - Unichannel
%
Year-Over-Year Revenue Growth—Harvard Business Review
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HIGHER Customer Lifetime Value (CLV)
More Studies & Research
Communication & Payment Preferences of Consumers with Past Due Debt
We asked 1000 consumers how they prefer to be contacted about a past due balance, and which payment options they would choose if the balance was more than they could afford.
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The Top 5 TCPA Compliance Risks Your Business Should Not Be Taking
TCPA-related class action lawsuits have become a booming industry where debt collectors and healthcare billing departments have become the targets of litigation just for attempting to collect money they are owed. Here’s 5 risks you can’t afford to take.
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5 Communication Strategies for Reaching Millennials
The “Millennial Mindset” extends beyond an age group or demographic, it’s quickly becoming the consumer standard that all businesses must meet to succeed.
GET STUDY
Want to know more?
Whether you’re looking to simplify one part of your collection and compliance process or the whole enchilada, we can help!
Consumer Studies & Reports
How Higher Out-Of-Pocket Costs Are Changing Healthcare's Revenue Cycle
In a study involving 675 patients, we analyze the impact that HDHPs, higher out-of-pocket costs, and consumerism are having on healthcare’s revenue cycle.
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Communication & Payment Preferences of Consumers with Past Due Debt
We asked 1000 consumers how they prefer to be contacted about a past due balance, and which payment options they would choose if the balance was more than they could afford.
GET STUDY
The Top 5 TCPA Compliance Risks Your Business Should Not Be Taking
GET REPORT
5 Communication Strategies for Reaching Millennials
The “Millennial Mindset” extends beyond an age group or demographic, it’s quickly becoming the consumer standard that all businesses must meet to succeed.
GET STUDY
White Papers
How Electronic Foms & Patient Portals Reduce Expense & Increase Revenue
With higher out-of-pocket costs making patient collections more difficult, providers are looking for a more streamlined and proactive approach to patient intake and billing.