Why your debt collection agency needs SMS chat bots (Top 3 benefits)
For Debt Collection Agencies it’s vital to interact with customers on their terms with the technology they feel comfortable using and we can’t find a more common and customer-friendly platform than the smartphone text messaging service.
As part of our technology in debt recovery series, we explore the power of text messaging and share our top benefits of integrating chatbots into this platform.Want to know more? Here’s our Tech & Services brochure


1. Communication with muscle
It’s one of the curious things about SMS. We place text messaging in a higher-value category than other platforms.
2. Customer trust
When it comes to working with customers in debt, trust plays a major part in their comfort and ultimately bottom-line success. Where SMS bots thrive is they perform their duties in a platform or device feature that customers trust and understand, simply because we are all familiar with it and as mentioned it’s still the most widely used feature on the smartphone. There is no need to sign up to a new application and no need to learn how to use a confusing new interface, the text is text and it is exceptionally straightforward to respond.3. They’re super helpful
SMS bots are great tools that can be used in every stage of the debt recovery customer journey. Customers can be notified through outbound SMS campaigns where the chatbot will then take over. Chatbots will inform the customers of their circumstances and options. They can have embedded links that can lead them back to website landing pages where the customer can sign up to a customer portal to manage their account at a time convenient to them, or direct them to phone numbers and email addresses for one to one access with agents.
The CRS way:
In the spirit of promoting our ethos of ‘A New Breed of DCA’ we are constantly on the lookout for technology that helps us remain customer-centric and we continue to build tools that have the customer journey at the centre of our processes. Like our website (CRiS) and our email (CRiSe) chatbots, our SMS chatbot (named CRiSte) uses its programming to automatically respond to questions text through to our dedicated lines. Launching late 2018 within a year we had doubled the number of customer queries CRiSte could respond to and we aim to double that again by the end of 2020. If a question is unable to be responded to by one of our bots the query is forwarded directly to a qualified team member who picks them up and deals with them.To sign-up to our monthly newsletter
