The digital world is changing every facet of the customer experience. Now, more than ever, it’s a challenge for businesses to capture and keep their customers’ attention, as they compete with the increased noise from their competitors on new devices and new mobile apps.
From ecommerce web sites to social media, the more than 3 billion people online expect world-class digital capabilities whenever and wherever they want and need them. Especially when it comes to paying their bills online.
While online bill pay is now standard and research shows that 72 percent of customers prefer getting their answers online, only 58 percent of consumers are actually satisfied with their online self-service. It’s clear that customers are eager to tackle billing and other services online, but with the constantly changing technologies, that process has grown increasingly complex.
For businesses sending e-bills, it can be daunting to try to zero in on where to focus efforts to meet (and exceed) customer expectations. So, here are four key trends that are important to keep in mind to stay ahead of the competition and ensure the delivery of a superior billing experience for customers.
1. Think Mobile
Businesses everywhere recognize the power of mobile. For the first time ever in the U.S., mobile digital media has outpaced desktop, 51 percent to 42 percent. But, across the developing world, Internet connectivity doesn’t reach every individual home. Companies need to ensure that their e-billing strategy includes a mobile strategy for customer care wherever your customers might be.
2. Protect Your Data
It’s clear that hacking is on the rise, with new threats and attacks – like the recent Ashley Madison hack – coming from unexpected sources every day. As such, businesses need to be extremely cautious with where they store customer information and data. Some companies have moved their operations to the cloud to help improve efficiencies and provide superior security. Whatever a business decides, they need to understand where their data is and demand control over that decision.
3. Go Green
For those companies that have never offered an online e-billing or e-payment solution, they’ll need to start thinking about one. E-billing is quickly becoming the norm, as companies look for ways to “go green,” reduce their footprint and, ultimately, reduce costs. The good news is, there are software as a service (SaaS) based e-billing options that can make the transition from print to online an easy one.
4. Make Them Brand Fans
For companies that want to differentiate from their competitors, personalization is king. Simple PDF bills and limited payment channels might have worked for your customers in the past, but today that approach won’t work – and you’ll lose customers because of it. Tools like the Net Promoter Score can help measure customer satisfaction and allow businesses to stand in their customer’s shoes for a clear vision of what they want. By personalizing customer care and making customer satisfaction a top priority, businesses will ensure that their customers become a fan of the brand.