How to prepare to serve the 4.0 consumer?
Posted: Wed Jan 22, 2025 10:31 am
We all remember how the debt collection sector used to work: hundreds of calls, embarrassment and, in many cases, the consumer deciding never to buy any product from the company again. However, new times require a new approach to be successful.
Here, we will explain what you need to consider to be successful with the 4.0 consumer. Check it out!
Valuing the human
We live in a time when more and more processes are being carried out in an uruguay phone number list manner — even with the use of robots and other mechanisms. However, investment in humanization has never been so necessary.
Even in areas where the trend was towards robotization, it was necessary to rethink the strategy. The 4.0 consumer is the type of customer who values ― and greatly ― the way he is approached.
Companies need to have a policy that avoids embarrassment, that transforms all their customer service and collection actions, seeking to have empathy with the customer and their situation ― the reason why they have not yet been able to settle their debt.
Preventive mechanisms
Another very interesting process is that, with the advent of technology in different parts of the collection process, it is possible to create preventive strategies to avoid default. The possibility of analyzing customer behavior and the opportunity to offer more flexibility regarding payment dates are great allies for success.
The company can develop actions based on the collection rule, being able to notify the customer about the due date — even to know if they intend to make the payment on time. Through the data obtained in the analysis, it is possible to define a profile and the best way to get in touch.
Omnichannel Service
Perhaps one of the biggest trends in Big Data is the possibility of enhanced customer service. This is Omnichannel, a strategy in which the company's different communication channels are interconnected to serve the customer.
This results in a much more interactive and rich experience for the consumer. Remembering that one of the characteristics of 4.0 is precisely the use of technology to communicate.
It is important for the company to provide this ease of access. In the case of billing, the ideal is to have a platform where the customer can know how much they owe, access their bills or other forms of billing and even be able to contact a customer service representative.
Data Science
It is impossible to talk about Industry 4.0 and, consequently, Consumer 4.0 without talking about Big Data and data analysis. Both are linked and are very important tools for the way companies work today.
In this sense, we need to talk about Data Science, a study of the information produced by the business, including the processes of capturing, generating and transforming different data into strategic materials for the company.
For collections, this information makes all the difference and makes the service more personalized and accurate. Study, for example, a consumer who always pays early and then suddenly delays payment. The collections department can assume from analyzing this information that something is wrong. From there, define a strategy to get in touch and negotiate possibilities.
Here, we will explain what you need to consider to be successful with the 4.0 consumer. Check it out!
Valuing the human
We live in a time when more and more processes are being carried out in an uruguay phone number list manner — even with the use of robots and other mechanisms. However, investment in humanization has never been so necessary.
Even in areas where the trend was towards robotization, it was necessary to rethink the strategy. The 4.0 consumer is the type of customer who values ― and greatly ― the way he is approached.
Companies need to have a policy that avoids embarrassment, that transforms all their customer service and collection actions, seeking to have empathy with the customer and their situation ― the reason why they have not yet been able to settle their debt.
Preventive mechanisms
Another very interesting process is that, with the advent of technology in different parts of the collection process, it is possible to create preventive strategies to avoid default. The possibility of analyzing customer behavior and the opportunity to offer more flexibility regarding payment dates are great allies for success.
The company can develop actions based on the collection rule, being able to notify the customer about the due date — even to know if they intend to make the payment on time. Through the data obtained in the analysis, it is possible to define a profile and the best way to get in touch.
Omnichannel Service
Perhaps one of the biggest trends in Big Data is the possibility of enhanced customer service. This is Omnichannel, a strategy in which the company's different communication channels are interconnected to serve the customer.
This results in a much more interactive and rich experience for the consumer. Remembering that one of the characteristics of 4.0 is precisely the use of technology to communicate.
It is important for the company to provide this ease of access. In the case of billing, the ideal is to have a platform where the customer can know how much they owe, access their bills or other forms of billing and even be able to contact a customer service representative.
Data Science
It is impossible to talk about Industry 4.0 and, consequently, Consumer 4.0 without talking about Big Data and data analysis. Both are linked and are very important tools for the way companies work today.
In this sense, we need to talk about Data Science, a study of the information produced by the business, including the processes of capturing, generating and transforming different data into strategic materials for the company.
For collections, this information makes all the difference and makes the service more personalized and accurate. Study, for example, a consumer who always pays early and then suddenly delays payment. The collections department can assume from analyzing this information that something is wrong. From there, define a strategy to get in touch and negotiate possibilities.