A Recovery, a credit recovery specialist belonging to the Itaú Group, has been standing out for using WhatsApp as the main communication channel with indebted consumers. In 2023, more than 3.1 million Brazilians used the app to negotiate their debts, resulting in 150,000 agreements closed and over 120,000 bills issued.
The preference for WhatsApp is not surprising, considering that the app is Brazilians' favorite for interactions with companies, according to a survey commissioned by DialMyApp and conducted by Mobile Time and Opinion Box. Recovery has been leveraging this trend by combining various customer service channels, with a growing focus on WhatsApp, where interaction is facilitated by an automated chatbot.
In addition to facilitating debt negotiations, the chatbot offers a range of services, such as issuing second copies of invoices, receiving clearance letters, viewing active agreements, and confirming payments. "The use of chatbots within WhatsApp has been crucial to ensuring faster debt renegotiation processes. The channel also offers complete security of shared information, allowing clients to confirm the authenticity of the debt and generate payment slips without the risk of fraud," says Camila Poltronieri Flaquer, Head of Digital Collections at Recovery.
In the first four months of 2024, the automated solution has already contributed to communication with over 451,000 indebted consumers, resulting in 20,000 settlement agreements. The introduction of a new Artificial Intelligence (AI) in the chatbot in March 2024 allowed customers to be served on the first contact, without the need to transfer to other channels, increasing efficiency and reducing unnecessary call volume.
“The creation of more complex procedures has enabled Recovery customers to provide self-service on WhatsApp in a more agile and faster way, with greater effectiveness in debt negotiation. This has also reduced the frequency of users blocking our numbers, favoring good relationships with customers,” adds Camila Poltronieri Flaquer.
