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Content is not for distribution to any third party provider without the express permission of the author Daniel Pearce, Director of Business development
Future collection techniques for enforcement services.Exploring developments in technologies & conversational commerce trends.
telsolutions.co.uk | Telsolutions © 2021 Content is not for distribution to any third party without the express permission of the author Daniel Pearce, Director of Business Development
The changing trends during & since the pandemic
1 - Source: United Nations Conference for Trade and Development2 - When Are People Most Likely to Buy Online? - MAY 11, 2021, BY GRAHAM CHARLTON - LAST REVISION BY Brad Ward ON May 11, 2021Photo by Firmbee.com on Unsplash
How COVID-19 triggered the digital and conversational commerce turning point.
15 March 2021
In years to come, we will look back at 2020 as the moment that changed everything.
Nowhere else has unprecedented and unforeseen growth occurred as in the digital and e-commerce sectors, which have boomed amid the COVID-19 crisis.
25.0
21.3 21.3
14.8 14.515.5
19.4 19.8
38.4
18.1
ASIA PAC S.AMERICA MIDDLE EAST &
AFRICA
EUROPE N. AMERICA
2019 2020 Retail Ecommerce Sales Growth Worldwide. % change by region – eMarketer 2020
The growth trends have been uneven, but growth does look set to continue in some regions and for sometime.
For example, we are seeing strong growth in Europe & North America compared to 2019.
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Day , time and channel
Source: When Are People Most Likely to Buy Online? - MAY 11, 2011, BY GRAHAM CHARLTON - LAST REVISION BY Brad Ward ON May 11, 2021
SHARE OF TOTAL RETAIL SALES (%)Business.com 2020
CanadaAnnual online Sales
$30 billionshare of total retail sales
5.7%
United StatesAnnual online Sales
$340 billionshare of total retail sales
7.5%
BrazilAnnual online Sales
$19 billionshare of total retail sales
2.8%
FranceAnnual online Sales
$43 billionshare of total retail sales
5.1%
GermanyAnnual online Sales
$73 billionshare of total retail sales
8.4%
ChinaAnnual online Sales
$672 billionshare of total retail sales
15.9%
JapanAnnual online Sales
$79 billionshare of total retail sales
5.4%
RussiaAnnual online Sales
$20 billionshare of total retail sales
2%South KoreaAnnual online Sales
$37 billionshare of total retail sales
9.8%
United KingdomAnnual online Sales
$79 billionshare of total retail sales
14.5%
Online sales & traffic by device
5% x x x x x x x x x
4.5% x x x x x x x x x x x x x x
4% x x x x x x x x x x x x x x x
3% x x x x x x x x x x x x x x x x x
2% x x x x x x x x x x x x x x x x x x x x
1% x x x x x x x x x x x x x x x x x x x x x x x x
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23
Mobile Sales
Mobile Sales
51,361,433Mobile Traffic
76%
Desktop Sales
25,913,083Desktop traffic
24%
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Are our strategies still relevant?
▪ Encouraging and pushing customers to make contact or pay
outstanding amounts via self-service portals.
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Are our business beliefs & strategies still relevant?
▪ Do you understand why some customers abandon processes?
▪ Are the strategies for following up missed calls, emails and messages
customers still effective?
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Fixes for post pandemic habit changes
▪ Proactive communication, varied delivery times
into the ‘Mid’ evening.
▪ Use BOTS for signposting and coaching tasks and
out of hours coverage.
▪ Paper2digital - Customers want digital – Introduce
QR codes for ‘digital FLIP’.
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Fixes for post pandemic habit changes?
▪ Introduce IVR deflection to reduce inbound call volumes.
Drive to digital preferences and coaching.
Text:
SUPPORT to07537 417083
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New habits – Open Banking PaymentsOpen banking for payments is a fast, safe option for customers that reduces payment charges.
Transactions completed within the customers App are highly secure raising customer’s confidence in the process.
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development
Open banking payment demo
Open banking for payments is an alternative that make payments safefor customers & considerable cheaper for recoveries to take payments.
Open banking directly, accesses your banking
App
Text: PVCC 07537 417 083
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development
Recurring payments
▪ Subscriptions
Set up a weekly or monthly recurring payments. Instant confirmation of funds and refunds.
▪ Variable recurring payments
Replace expensive direct debits and cards on file. Variable recurring payments to top-up accounts or pay subscriptions. (2022)
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The rise of workflow automation with BOTs
Automation in a conversational world reduces resourcing on heavy calls and delivers high-quality interactions.
▪ Automation made it possible to expand digital interactions 24/7 as bots manage all mundane, while human officers manage complex cases.
▪ Increased conversations: Reporting and analytics enable Chatbots learn and improve over time.
▪ Chat services and bots are more cost efficient than staff and improve officer efficiency by automation on a number of human tasks.
▪ Customer satisfaction: Bots can handle more customers than faster and at a faster rate, improving satisfaction and reducing stress.
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development
Bad BOTs vs Good BOTs
▪ Lack continual development
▪ Jack of all trades and master of none
▪ Are not linked to staff for livechat
▪ Interlinked with live staff to learn through development
▪ Focused on specific tasks and departments
▪ Managed by the user team
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development
Chatbots driving the conversation
Direct Debit BOT
Payment BOT
Financial Support
BOTCONCIERGE
BOT
Consultation BOT
Video
Payment Arrangement
BOT
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BOTs and vulnerability
Segmentation of journeys – MCS (Meaningful connection scoring)
Concierge BOT
Segmentation by the BOT of real customer issues vs general questions and enquiries
Payment Arrangement BOT Financial support
BOT
Chat with a live agent
Payment BOT
Inbound customer calls Inbound customer online enquiries
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development
RCS – Secure self service
Rich Communication Services - the next generation SMS protocol.
Higher responses.Verified sender and branded conversations provide assurance and confidence to customers.
Rich MediaPictures, Audio and activity buttons create an unparalleled customer experience.
An app-like experienceMessages contain interactive functions.Nothing to download.
telsolutions.co.uk | Telsolutions © 2020 Content is not for distribution to any third party provider without the express permission of the author Daniel Pearce, Director of Business
development
RCS for recoveries
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development
RCS Workflow example
Telsolutions process for the mobile networks
Led by innovation
Changing behaviour
Defining Results
For application details on Income Accelerator & AI
Recoveries. Designed and Developed by Daniel Pearce.
Daniel Pearce, Director of Development & Sales
01279 456 679
Daniel Pearce
@collectionnow
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Content is not for distribution to any third party provider without the express permission of the author Daniel Pearce, Director of Business development
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Telsolutions LtdWe are the Pilgrims, master; we shall goAlways a little further: it may beBeyond the last blue mountain barred with snow,Across that angry or that glimmering sea,White on a throne or guarded in a caveThere lives a prophet who can understandWhy men were born: but surely we are brave,Who take the golden road to Samarkand.