Chapter 2
How to empower customers? Make it easy

Giving power to the payer with self-service
Many customers genuinely want to resolve their debt. Too often though, the process gets in their way. Outdated systems, unclear steps, limited access and inflexible options create unnecessary friction that can delay payments and damage customer relationships. To truly empower customers, the collections experience needs to be reimagined with their needs, habits and expectations at the center. Customers want control. They want to handle sensitive financial matters privately, in their own time, using the same digital tools they rely on for everyday tasks. That means offering fast, seamless self-service options that feel as intuitive as online shopping or mobile banking. And the data shows the industry is taking notice:
88% of U.S. debt collection companies reported offering a self-service online portal for consumers in 2024, up from 79% in 2023.3 That’s a sharp year-over-year increase and a clear sign that self-service is quickly becoming the default, not the exception. A truly frictionless experience checks the box on convenience as well as builds trust. When people feel they can easily understand their balance, choose a repayment plan that works for them, and take action without needing to call a support line, they’re more likely to engage, follow through and feel respected throughout the process. This is especially important in collections, where emotions often run high and patience can be low. That’s why leading organizations are investing in collections platforms that are mobile-first, secure and available 24/7. But technology alone isn’t enough. Collections success also depends on how you design the customer journey. Are the steps clear? Is the tone supportive rather than punitive? Do customers feel like they’re being given options and not backed into a corner? These elements all contribute to an experience that empowers rather than frustrates.

What that looks like in action:
Modernize your payment portal for simplicity and mobile access. A clean, intuitive interface helps customers find what they need fast — no clunky menus or confusing language.
Offer flexible, transparent payment plans tailored to customer needs. Let users select from different repayment schedules, see total costs clearly and avoid surprises along the way.
Enable secure, automated self-service options that build confidence. From setting up recurring payments to getting instant confirmation messages, automation reduces friction and gives users peace of mind.
What self-service in collections can learn from e-commerce
Think about the last time you placed an online order. You probably didn’t need to call a support line, wait on hold or decode fine print. You just tapped, confirmed and moved on. That’s the level of simplicity customers now expect everywhere, including debt repayment. Here’s how self-service in collections can borrow from e-commerce best practices:
- Product pages → Transparent account summaries
- One-click checkout → Streamlined payment flows
- Delivery tracking → Real-time balance updates
- Saved preferences → Reusable payment info and plans
When customers feel in control and confident using your tools, they’re more likely to engage early and follow through.
In short: make it easy, and they’ll make it happen.
3 - TransUnion, “Debt collection industry annual report,” transunion.com.