Break through repayment barriers—and reduce charge-offs

Published: January 21, 2025 Author: Symend Research Team Reading time: 5 minutes

Key Takeaways

71% of customers feel overwhelmed by unclear or impersonal outreach
Positive, personalized communication improves engagement by 82%
Flexible payment options are the top priority for 69% of billpayers
Empathy strengthens trust and drives higher repayment rates
Hyper-personalization fosters loyalty and reduces churn

Your customers aren't paying—and it's not just about money. Overwhelming communication, impersonal outreach, and unclear options are driving up charge-offs and breaking down trust. These barriers do more than just impact recovery rates—they push loyal customers out the door, leaving a lasting dent in your bottom line. The good news? Small changes can deliver big results. Let's examine the strategies that turn delinquent accounts into loyal customers.

Discover the hidden motivators that boost customer repayment

To break through repayment barriers, it's crucial to understand what motivates your past-due customers to take positive action to resolve their debt. Symend's proprietary research reveals actionable insights that empower you to reduce charge-offs, build loyalty, and increase customer LTV:

Overwhelming communication backfires

Messages that lack clarity or empathy can alienate customers.

71% of survey respondents feel overwhelmed or anxious due to service provider outreach.

Anxiety-provoking message

"Your payment is past due. Failure to pay immediately may result in service suspension."

Symend approach

"Hi Nick, your balance of $289.93 is due. To avoid late fees, you can pay just $49.54 today and take the first step toward clearing your balance. Visit [link] to make a payment."

By reducing the pressure and offering actionable solutions, you can lower customer anxiety and encourage engagement.

Flexible payment options motivate action

Billpayers are not one-size-fits-all—many value the ability to manage payments on their terms.

69% of customers prioritize bills that offer flexible payment options.

Traditional approach

"Pay your overdue payment of $87.65 by check within 5 business days to avoid suspension of your service."

Symend approach

"Your balance of $87.65 is past due. Click here to pay your bill online, or call now to pay by phone."

This comparison highlights the stark difference between rigid, impersonal messaging and a customer-centric approach. By emphasizing flexibility and providing multiple actionable options, the second message reduces friction and encourages customers to engage without feeling pressured.

Empathy boosts repayment rates

When customers are treated poorly, the effects ripple across their engagement with your company.

87% are less likely to purchase additional services when faced with impersonal, punitive messaging.

Traditional approach

"Your payment is overdue. Failure to resolve this issue may result in account suspension. Contact us immediately."

Symend approach

"Hi Darla, your current balance is $373.49, but you can pay just $73.45 today to avoid suspension. Click here to make a payment, or contact us to learn more about your options."

On the other hand, hyper-personalized, empathetic debt recovery strategies foster trust and drive results.

82% of customers are more likely to respond to positive, supportive communication.

This approach enhances repayment rates while at the same time reducing churn, strengthening long-term loyalty, and driving sustainable growth.

Your next move to unlock repayment success

The key to breaking down repayment barriers isn't revolutionary—it's practical. Flexibility, empathy, and hyper-personalization transform delinquent accounts into loyal customers. So, what's holding you back from rethinking your outreach strategies?