--- title: Unresponsive customers during debt collection | C&R Software description: Discover effective strategies to engage unresponsive customers during debt collection, emphasizing communication and support for financial health. image: https://blog.crsoftware.com/hubfs/Shutterstock_2140028027%20(1).jpg --- Our solutions [FitLogic](https://www.crsoftware.com/products/fitlogic) [Debt Manager](https://www.crsoftware.com/products/debt-manager) [Zel AI](https://www.crsoftware.com/add-ons/zelas-ai) [Fit Comms](https://www.crsoftware.com/add-ons/fitcomms) [SpringFour](https://www.crsoftware.com/add-ons/springfour) [Cara AI](https://www.crsoftware.com/add-ons/cara-ai) [Callout Services](https://www.crsoftware.com/add-ons/callout-services) [FitPortal](https://www.crsoftware.com/add-ons/fitportal) [Our company](https://www.crsoftware.com/our-company) Our platform [AI Native](https://www.crsoftware.com/ai-native) [Credit Risk Management](https://www.crsoftware.com/credit-risk-management) [Cloud Native](https://www.crsoftware.com/cloud-native) [Credit Decisioning Engines](https://www.crsoftware.com/credit-decisioning-engines) [SaaS Solution](https://www.crsoftware.com/saas-solution) [Agency Management](https://www.crsoftware.com/agency-management) Resources [Blog](https://blog.crsoftware.com/tag/blogs) [Case Studies](https://blog.crsoftware.com/tag/case-studies) [Podcasts & Webinars](https://blog.crsoftware.com/tag/podcasts-webinars) [Downloadable Resources](https://blog.crsoftware.com/tag/downloadable-resources) Industries [Financial services](https://www.crsoftware.com/industries/financial-services) [Government](https://www.crsoftware.com/industries/government) [Automotive](https://www.crsoftware.com/industries/automotive) [Telecommunications](https://www.crsoftware.com/industries/telecommunications) [Utilities](https://www.crsoftware.com/industries/utilities) [Debt buyers](https://www.crsoftware.com/industries/debt-buyers) [Fintech](https://www.crsoftware.com/industries/fintech) [Contact us](https://www.crsoftware.com/contact) ![](https://blog.crsoftware.com/hs-fs/hubfs/raw_assets/public/theme-cr-software-rebrand/assets/mobile-nav-kv.jpg?width=996&height=369&name=mobile-nav-kv.jpg) Explore how C&R Software supports the customer lifecycle [Book a demo ](https://www.crsoftware.com/contact) Our solutions [Our company](https://www.crsoftware.com/our-company) Resources Industries [Contact us](https://www.crsoftware.com/contact) [ Book a demo ](https://www.crsoftware.com/contact) [FitLogic Better decisioning, everywhere. 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Read more > ](https://www.crsoftware.com/industries/fintech) [Back to resources](https://blog.crsoftware.com) [Back to resources](https://blog.crsoftware.com) 21 September, 2023 # How to engage unresponsive customers during a debt collection ![](https://blog.crsoftware.com/hubfs/Shutterstock_2140028027%20(1).jpg) The Federal Reserve Bank of New York reported that total household debt in the US has risen to $17.06 trillion, with credit playing a significant role in contributing $45 billion between Q1 and Q2 of 2023. More credit equals more customers facing delinquency, and more customers facing delinquency for the first time. This can be a frightening experience, which is why organizations need to demonstrate care and empathy to not only make collections, but to keep customers loyal. In this article, we explore how you can best deal with unresponsive customers, engage them, make collections, and retain them as happy customers. ## Using a Single Source of Truth as a solid foundation The first step in supporting a customer through collections is understanding their situation through decisioning. How many times have they missed a payment? Do they have a history of delinquency? Have they responded to you in the past? To answer these questions, you need a solid foundation of information to formulate a strategy. Centralizing data into a Single Source of Truth (SSoT) makes creating this foundation a simple and efficient process. You can record all the necessary customer data into one place, and then retrieve it from the same place when you need it. Integrating a SSoT makes the lives of your team easier, so that your customers can have an easier time through collections. ## Give choice, engage well and allow them to self-remedy Unresponsive customers, as their name suggests, can be challenging to support through their lack of engagement. After all, how are you supposed to provide them with the help they need if they don’t reply? Because of this, you need to let them choose how they engage with you, otherwise the relationship will probably stay pretty silent. Providing omnichannel communications with an equal level of support and response time across each channel is vital in managing unresponsive customers. You need to let them choose when and where to communicate with you, and then be there when they need it. That way, you can provide the right payment plans, offers and support to somewhere they are likely to look at, which is a step towards debt resolution. ## Humanizing every step of the way Oftentimes, unresponsive customers are the result of a complicated situation, and feel embarrassed by being delinquent. It’s not people who are purposely ignoring you, it’s people that are in a challenging situation and feel intimidated by collections businesses contacting them. With the help of a configurable platform, you can humanize your collections process to make these customers feel more at ease with their situation. This can range from supporting chat bot capabilities to let them self-resolve, to using audio analytics to detect emotional vulnerabilities that would otherwise be difficult to detect. Whatever the solution is for the customer, a configurable platform can help you support each to guide them to financial health. ## Guide unresponsive customers to financial health with Debt Manager Collections businesses are facing more customers than ever before, which directly results in more customers facing frightening and uncomfortable situations. To help these customers resolve their debt, you should transition to a configurable platform that houses a SSoT, omnichannel communications and self-service opportunities. C&R Software’s industry leading [debt collection and management software](https://www.crsoftware.com/solutions/debt-manager/) showcases complete configurability and seamless integration with a range of systems. By transitioning, you can be better equipped to help your customers with humanized processes to scale with the influx of customers and grow into the future. To find out more about [AI debt collection software](https://www.crsoftware.com/leading-debt-collections-tech/) and how it can help you manage unresponsive customers, contact a member of our team today. ![ Chris Smith](https://blog.crsoftware.com/hubfs/Chris%20Smith%2c%20VP%20Product%20US.jpg) About the author Chris Smith Having spent his entire career in the credit and collections space, Chris Smith started out building and implementing collection strategies before leading product teams. Now the Vice President of Product at C&R Software, he supports organizations in a variety of countries and industries achieve their ROI goals. Chris is an analytically-driven product leader, specializing in defining and executing product strategy and positioning to drive business growth. [Back to resources](https://blog.crsoftware.com) Share this article: ![Collections and recovery update guide cover](https://blog.crsoftware.com/hs-fs/hubfs/Collections%20and%20recovery%20update%20guide%20cover.jpg?width=1058&height=1492&name=Collections%20and%20recovery%20update%20guide%20cover.jpg) Free Guide ### Collections and recovery update: Turning negative customer engagements into brand-building opportunities --- Latest resources [ ![](https://blog.crsoftware.com/hs-fs/hubfs/operationalize%20AI%20(25)-1.png?width=352&name=operationalize%20AI%20(25)-1.png) Blogs Best Enterprise Debt Collection Software for Banks in France Read more > ](https://blog.crsoftware.com/france-enterprise-debt-collection-software) [ ![](https://blog.crsoftware.com/hs-fs/hubfs/operationalize%20AI%20(24)-2.png?width=352&name=operationalize%20AI%20(24)-2.png) Blogs SME Collections Software in Malaysia: Modern Strategies for Banks Read more > ](https://blog.crsoftware.com/sme-collections-software-malaysia) [ ![](https://blog.crsoftware.com/hs-fs/hubfs/operationalize%20AI%20(23)-2.png?width=352&name=operationalize%20AI%20(23)-2.png) Blogs How Thailand’s Banks Can Manage Rising NPLs with Scalable Collections Read more > ](https://blog.crsoftware.com/thailand-npl-scalable-collections) [ ![](https://blog.crsoftware.com/hs-fs/hubfs/operationalize%20AI%20(22)-3.png?width=352&name=operationalize%20AI%20(22)-3.png) Blogs Digital Transformation in Egyptian Banking: AI-Powered Collections Strategies Read more > ](https://blog.crsoftware.com/egypt-banking-collections-ai) --- ## Let’s keep the conversation going! We’ll be adding thought-provoking content and insights on a regular basis. Let’s stay in touch! 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