Hosted by Mike Gibb of AccountsRecovery.net and sponsored by InterProse, this webinar explored how consumers are engaging with debt collection communications in today’s digital-first environment. Panelists Jake Bennett (Wilbur), John Farinacci (American Coridius International), and Drew Marston (Resurgent Capital Services) discussed the balance between text, email, and phone outreach, emphasizing convenience, control, and compliance.
Key insights included the importance of tailoring communication channels to consumer preferences, protecting the integrity of text messaging, and leveraging portals and automation to reduce friction. As Jake Bennett noted, “Texting is so much less formal… I can do it in two seconds as opposed to opening an email client.”
Greg Ruffino of InterProse highlighted how their ACE platform enables agencies to deliver 24/7 digital engagement with features like auto-login links, two-way SMS, and mobile-friendly portals, shortening the gap between outreach and resolution.
🧠 Key Takeaways:
- Refine channel use strategically: Reserve text for urgent or high-priority outreach, while using email for documentation such as receipts or paid-in-full letters.
- Enable two-way engagement: Consumers respond more when they can interact directly via text or email, reducing friction and increasing convenience.
- Secure and respect consent: Build processes to capture digital communication consent during phone calls or portal interactions, ensuring compliance and trust.
This session underscored that consumer preferences are fluid and agencies must remain flexible, continuously testing and adapting strategies to meet consumers where they are—whether that’s text, email, or phone.
