Let Your CSRs Play Matchmaker This Valentine’s Day

With Valentine’s Day around the corner, it’s the perfect time to talk about great matches, especially when it comes to payments. 

Your Customer Service Reps (CSRs) can be true matchmaking experts. Every day, they talk with customers, learn their preferences, and understand what makes paying a bill feel easy (or intimidating). That insight puts CSRs in the ideal position to match customers with the digital payment options that work best for them. 

Not every customer wants the same experience. Some value speed; others want flexibility or peace of mind. When CSRs recommend the right option at the right moment, digital adoption increases and the overall customer experience improves. 

Here are some digital payment options and resources CSRs can leverage to help make the perfect match: 

• IVR Automated Phone Payments
  For customers who may be hesitant to try online payments, IVR automated phone payments offer a simple, familiar alternative. To make the introduction even easier, consider printing a few copies of the “How to Pay by IVR Automated Phone Payments” guide from the Marketing Resource Center to use as a handout. 

• Paperless Billing
  Many payers prefer paperless billing but don’t take the time to enroll. CSRs can make an easy match by offering to enroll customers on their behalf. You can take this a step further by participating in one of our paperless programs. Reach out to customermarketing@invoicecloud.com for more details. 

• Invoice Notifications
  Even customers who are hesitant about digital payments often appreciate invoice reminders via text or email. Offering to enroll them in notifications is a great way to gently introduce digital engagement and build confidence over time. 

• Invoices Sent by Text or Email
  Some payers are open to digital payments but don’t know where to start. These customers are ideal candidates for receiving invoices by email or text, allowing CSRs to guide them through their first digital payment step by step. Search for the “How to Send Email and Text Prompts to Customers” guide in the Marketing Resource Center to help guide CSRs through this process.  

Equipping CSRs with the tools and resources to create the perfect match is a powerful way to boost digital adoption and improve the customer experience. Sometimes, all it takes is the right introduction. 

Need access to the Marketing Resource Center? Reach out to us at customermarketing@invoicecloud.com.