How coeo Inkasso ensures a positive customer experience

According to coeo’s debt collection report, 48 percent of Swedes would feel stressed if they received a debt collection notice. Feelings such as shame, worry, and panic are also common. Despite this, coeo is confident that they can create a positive experience for the consumer.

In today’s society, many people lead hectic lives and often shop online via various apps.

“It’s neither strange nor dramatic if a consumer misses a payment. We see it as completely human,” says Pernilla Almström, CEO of coeo Inkasso.

coeo’s approach is that anyone can miss a payment and that everyone wants to do the right thing. With this perspective, they are committed to recruiting empathetic employees who want to help consumers find the best possible solution – in a way that suits each individual.

“We believe in combining empathy with clarity. Our goal is both to help people find the best possible solution and to ensure that our clients get paid. That is non-negotiable. Therefore, we try to tailor solutions that consider what is best for all parties,” says Pernilla Almström.

Other important factors for a positive customer experience include collaborations with strong partners to drive the development of modern and digital solutions. One example is the successful partnership with AI company Ebbot, which resulted in the generative AI chatbot Glenn.

“We drive the industry forward through innovative solutions to ensure that consumers receive better assistance. With our AI chatbot, we reach a completely new level, as Glenn works 24/7 and can also assist in the language the consumer prefers,” says coeo’s Chief Commercial Officer, Henrik Ask.

According to coeo’s report, 66 percent of people are negative toward resolving a debt collection case using AI – something Henrik Ask understands:

“Our view is that consumers can often mistake an AI chatbot for a more traditional chatbot, which is limited to functioning as an enhanced FAQ. Development is moving fast, and we believe that more and more people realize how effective Glenn can be. But we fully understand that not everyone is there yet.”

“Receiving a debt collection notice can trigger stress, shame, or worry. We believe Glenn can be a valuable complement to our skilled advisors for those who prefer not to speak to a human but still want good guidance and support.”

Press contact:
Malin Gustafsson
Marketing Coordinator
0722364876
malin.gustafsson@coeo-inkasso.se