The use of different channels, whether digital or non-digital, does not necessarily lead to different outcomes in terms of customer outcomes. By integrating digital channels like web chat, agents can assist customers in real-time, guiding them through processes and generating personalized links to streamline interactions. This approach allows customers to skip certain steps and increases the success rate of completing payment arrangements. Continuously exploring touchpoints and debt points to enhance the customer experience is crucial, with a focus on optimizing conversion rates and achieving desired outcomes.
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