Case Study: a UK digital retailer improves collections and payments with Webio

Leading UK integrated digital retailer and financial services provider fully embraces conversational customer engagement

The Online Digital Retailer, a major UK integrated digital retailer and financial services provider, faced a challenge in collections. Their customers, who primarily engaged via mobile devices, demanded a more modern alternative to traditional phone calls and emails for discussing and making payments. They partnered with vendor Webio to address this need for digital customer engagement.

Webio implemented its conversational messaging technology, which uses intelligent chatbots powered by its Propensity-X engine to initiate and manage SMS conversations. This solution seamlessly blended automated interactions with live agent support when needed. The results were significant, including a 52% uplift in payment arrangements, a 13% increase in payments received, and a 34% rise in promises-to-pay. Webio's system also automated 40% of conversations and improved the identification and handling of customer vulnerability.