SMS, RCS, WhatsApp? Stop Picking Sides 

Engaging with customers has always been at the heart of collections strategies. That goes without saying. But digital engagement has proven itself time and time again as one of the biggest drivers of customer engagement and better collections outcomes.

One of the questions we get asked all the time is “How do we get the best out of SMS? “, “What do I need to do to use WhatsApp?”. The answer is not about picking one channel but rather putting all your channels into your customer engagement toolkit.

Yes, collections teams are seeing strong engagement improvements with SMS. The same is true for WhatsApp and now RCS. But the real value comes when you stop looking at these channels individually and start using them together as part of a joined-up engagement strategy. And that is not as complex as you may think it is.

Add in AI and automation to support agents, manage conversation volumes, and help deliver more personalised experiences, and it becomes an even more dynamic combination.

The end result is simple: better engagement, better customer conversations and better collection outcomes.

In this 45-minute webinar we will review:

• A real-life client in the financial services that is using SMS, RCS, WhatsApp and Webchat
• What they are doing with each channel and the engagement issues they solve.
• Where they started, when they added new channels and what results were delivered at each stage
• How these channels work with AI automation and live agents and the efficiencies delivered
• Practical ways to get more out of your digital channels and improve how customers respond

If you are using webchat, why are you not also using SMS? If SMS is working well for you, why not add RCS? And if WhatsApp is not part of your collection’s conversations yet, this webinar will give you plenty to think about.

Expect practical guidance, useful examples and straightforward ideas you can actually use.