AN EXAMPLE: AN EARLY DEBT RECOVERY PROCESS. IN SPAIN, BETWEEN 6% AND 10% OF THE CASES
EVERY CONTACT WITH YOUR CUSTOMER IS AN OPPORTUNITY OF SELF-SERVICE
It is relatively easy to send an SMS or an e-mail message for the recovery, but the really best way is for the customer to pay on his own: for instance if, on the reception of a message, he can enter a simple page on his mobile to do it with his thumb.
ZERO-COST CHANGES: NO CODE IN THE CHANNELS
This screen needs to be different for customer A than for customer B and it has to be different today than in a month time, because of the age of the debt.
Currently, those needs have to be hard-coded and that is so for every available channel.
In each conversation, Balandra produces a dialog adapted to each customer, his context and his channel, without having any of it hard-coded.
THE JOURNEY MANAGEMENT WITH BALANDRA GIVES YOU 3 INSTANT BENEFITS:
Self-service costs are dramatically lower than other traditional methods.
A higher customer satisfaction, due to the ease of interaction, is the best loyalty predictor, according to HBR. It can be measured with the Customer Effort Score.
Zero-cost change means that there is no software edition involved and no IT specialists.