What the 2025 Consumer Communication Shift Means for AR Teams

What the 2025 Consumer Communication Shift Means for AR Teams

Why automation, mobile-first thinking, and smart outreach are redefining success in accounts receivable.

Introduction: A Silent Revolution in Consumer Behavior

The way consumers engage with service providers has changed dramatically in just a few years. In the age of hyper-personalization and convenience, people have more control over how, when, and if they respond to outreach.

For AR (Accounts Receivable) teams, this shift is no longer something to “keep an eye on.” It’s here. And if your communication strategies haven’t evolved to match modern expectations, your recovery rates, compliance posture, and customer relationships could all be suffering.

At Divinity Software, we’ve watched these trends unfold across thousands of campaigns. This post breaks down what’s changed, why it matters, and what AR teams can do right now to thrive in the new communication economy.

The Decline of Voice Calls—and What Replaces Them

Once the gold standard of collections outreach, phone calls are now dodged more often than they’re answered. According to Pew Research, 76% of U.S. adults don’t pick up unknown numbers, and nearly half actively block robocalls.

For AR teams, this raises a critical issue: How do you establish contact when the most traditional method no longer works?

IVR as a Scalable Solution

Interactive Voice Response (IVR) systems are not new, but their evolution has made them highly relevant in 2025. Modern IVR isn’t about generic menus—it’s about intelligent routing, natural language understanding, and seamless integration with backend systems.

When someone does call, or returns a missed call, a well-built IVR system:

• Authenticates the caller securely

• Offers payment or dispute options immediately

• Transfers complex cases to live agents when needed

• Works 24/7, reducing dependency on human staffing

This hybrid approach reduces hold times, boosts satisfaction, and respects the caller’s time.

Email: Still Relevant, But Not a Primary Driver

Email isn’t dead—but it’s not a conversion engine, either. Open rates for financial emails hover between 18-25%, and spam filters are more aggressive than ever. Worse, consumers are trained to ignore anything that doesn’t look urgent or personalized.

That said, email is still useful for:

• Sending official e-documents or receipts

• Following up on longer form communications

• Providing opt-in content like payment reminders or settlement offers

But relying on email as your main touchpoint? That’s no longer viable for timely collections.

SMS: The New Front Door for Engagement

If there’s one channel that consistently delivers high engagement, it’s SMS.

• 98% open rate

• Response rate up to 45%

• 95% of texts read within 3 minutes

These aren’t just marketing numbers—they’re mission-critical metrics for AR teams.

Why SMS Works for AR

• Frictionless: No logins, downloads, or waiting on hold

• Familiar: Every consumer knows how to read a text and click a link

• Flexible: You can include payment links, settlement offers, reminders, and even customer support options

  
  

Use Cases:

• "You have a payment due tomorrow. Click here to pay securely."

• "New payment plan available. View terms now."

• "We received your request to dispute the charge. Click to upload your documentation."

  
  

With Divinity’s SMS tools, these can all be sent automatically based on workflows, account triggers, or consumer actions. It’s not just messaging—it’s communication with context.

Self-Service: The Modern Consumer’s Default

Today’s consumers want control. They don’t want to call your office to:

• Check balances

• Set up payment plans

• Dispute charges

• Download receipts

  
  

They want to do it themselves—on their own time, from their mobile device.

This is where self-service technology becomes a strategic asset for AR teams. When combined with secure authentication, dynamic payment portals, and real-time data syncing, your platform can turn passive outreach into active resolution.

Benefits of Self-Service:

• Frees up human agents for complex cases

• Reduces operational costs

• Increases consumer satisfaction and trust

• Ensures 24/7 availability for all account types

  
  

Whether it's via web portal, SMS link, or IVR tree, consumers are more likely to resolve their obligations when the process is clear, convenient, and fully mobile-ready.

Two-Way Messaging: Building Trust Through Interaction

Modern outreach isn’t just about delivering messages—it’s about inviting response.

Consumers respond more positively when:

• They feel heard

• They have options

• They can ask questions without pressure

  
  

That’s why two-way messaging—via SMS or embedded chat—is becoming a must-have feature for AR teams. It allows consumers to:

• Confirm receipt of messages

• Ask for extensions or clarifications

• Negotiate payment terms

• Schedule callbacks or follow-ups

  
  

With automated agents handling routine replies and humans jumping in only when needed, two-way channels strike the perfect balance between efficiency and empathy.

Compliance: Keeping Pace with Regulatory Expectations

The regulatory environment for consumer communication is tightening. Between TCPA, FDCPA, Reg-E, and evolving state laws, AR teams must walk a fine line between being proactive and compliant.

Key Requirements:

• Clear opt-in and opt-out paths for SMS

• Time-of-day restrictions for contact

• Secure handling of payment and personal data

• Audit trails for all communications

Platforms like Divinity Software are built with these constraints in mind, so your team doesn’t have to choose between efficiency and compliance. All outreach is logged, encrypted, and fully traceable, ensuring you meet both regulatory and internal risk requirements.

Action Steps for AR Teams

Here’s how your team can adapt quickly and effectively:

1. Audit your current outreach methods

   
   

   Which channels perform best? Where are you losing engagement?

   
   

2. Layer in SMS and IVR automation

   
   

   Don’t replace the phone—reinvent it. Use it as a fallback, not a first attempt.

   
   

3. Build and promote self-service tools

   
   

   Give consumers the ability to resolve issues without human interaction.

   
   

4. Focus on opt-in and compliance hygiene

   
   

   Make sure every message sent meets industry standards and offers an easy way to opt out.

   
   

5. Analyze and optimize in real-time

   
   

   Use engagement metrics to fine-tune your strategy week by week, not year by year.

   
   

Final Thought: Meet Consumers Where They Are

2025 isn’t just another step in communication evolution—it’s a turning point. Consumers demand personalization, immediacy, and control. AR teams that recognize this shift and embrace new channels will see higher recovery rates, lower operating costs, and better customer relationships.