When it comes to Financial Hardship businesses rely on various communication channels to engage with customers, however, not all customers respond to traditional outreach methods like phone calls.
Some customers may be just overwhelmed, others may be avoiding contact due to stress or uncertainty, or simply just don’t know where to start or how to get the right support!
This is where field visits become a game changer. By going the extra mile – literally – to meet customers where they are, businesses can demonstrate genuine care, reestablish trust, and provide meaningful support that leads to real outcomes.
For most customers experiencing financial distress, the thought of discusing their situation over the phone can sometimes be daunting. Many disengage not because they don’t want help, but because they feel stuck. A face-to-face visit offers a human touch, breaking down barriers that digital and phone-based communications sometimes cannot.
At Access Mercantile our ‘Knock to Engage’ Field visits allow businesses to :
- Reengage customers who have stopped responding – When traditional outreach fails, a personal visit can spark the necessary dialogue to move forward.
- Gain deeper insights into the customer situation – Seeing their circumstances firsthand provides context that can lead to a more tailored and effective hardship solution.
- Build trust and show empathy – Customers appreciate the effort when businesses take the time to meet them in person, reinforcing that they are more than just an account number.
- Promptly complete hardship assessments and embed actions – Sometimes, the only thing standing between a customer and a solution is assistance in navigating the paperwork or process. A field visit can resolve this on the spot.
Our Knock to Engage approach is a proven method. Many of our clients leverage this service when other contact methods have failed. This proactive strategy is designed to reconnect with customers who need support but may be struggling to take the first step. Instead of waiting for them to reach out, businesses that invest in personal visits ensure their customers don’t fall through the cracks.
At Access Mercantile we send highly tenured and trained professionals to check in, listen, and guide customers through their hardship applications, companies can prevent long-standing cases from stagnating. A simple conversation at the doorstep can mean the difference between unresolved debt and a structured, achievable solution. Debt resolution isn’t about numbers – its about people! A field visit sends a powerful message: “We are here to help.”