- Created: Wednesday, 29 November 2017 14:27
On the 29th of November, during the second edition of the conference “The management of relations with clients who delay payments.”, Tide Software experts discussed salient issues concerning effective communication in the field of eviction.
Trends in Eviction
Customer service experiences of Tide Software experts as well as Deloitte, Harvard Business Review and Microsoft reports made it possible to present expectations concerning the nearest future of communication with debtors. According to speakers, the key elements will be: the application of multichannel contact, the integration of various communication tools and the possibility of effortless changing of channels by the client, depending on circumstances.
Omnichannel in Eviction
Currently, departments responsible for customer service and contact with clients are aiming at handling over ten various communication channels. Still, the leading method of communication is phone contact with a consultant. Year by year digital channels are increasingly gaining in importance, however. They constitute a complement to a typical human contact. Research shows that a statistical client uses about 4 various communication channels.
During the conference Tide Software experts presented the potential of such communication channels as: SMS, email, VMS, video chat, phone conversation and IVR. They discussed their characteristics and the newest feature of connecting them together within the solutions of omnichannel. They also presented the efficiency index of reaching the final recipient with a message.