In this episode of Credit Shift, Mark Oppermann and Graham Bragg chat about the often overlooked power of SMS in digital debt collection and customer engagement. While it might be one of the older technologies in the mix, SMS still has loads to offer – and many businesses aren't using it to its full potential.

They dig into how personalisation, automation, and AI can take SMS beyond the basics, helping businesses create smarter, more effective conversations. There’s also a reminder that compliance is key when it comes to messaging strategies.

With its broad reach and low costs, SMS remains a seriously effective tool, especially for the debt collection industry. Mark and Graham wrap up by sharing what’s next for SMS, including rich business messaging and other exciting updates on the horizon.

Key Takeaways

SMS is still one of the most underused channels for customer engagement.
Younger generations? They’d much rather get a message than answer a phone call.
Adding a personal touch to your SMS can make a big difference in how people respond.
Automation helps keep those conversations flowing smoothly without adding extra work.
AI can take SMS to the next level—making it smarter and keeping things compliant.
It’s affordable, easy to use, and works on pretty much any mobile phone.
People aren’t as fed up with SMS as they once were—message fatigue has really eased off.
Hooking SMS up to your backend systems makes for a much smoother customer journey.
Real-time messaging means customers get what they need, right when they need it.
And looking ahead? Rich business messaging is set to make SMS even more powerful.