A Secret Weapon for Increasing Digital Payment Adoption: Your Customer Service Team

Published 9/5/24

Your customer service team has the rare opportunity to connect with your payer base face-to-face. While these interactions are great for building strong relationships with your customers, they’re also one of the best opportunities available for boosting your overall digital payment adoption.

Customers often continue using familiar payment channels and methods simply because it’s difficult to change habits. However, your customer service representatives (CSRs) can use their daily interactions to encourage customers to change it up and choose payment methods more beneficial to you and your organization.

Here are a few actions you can encourage from your customer service team to help customers in the transition to digital payments and boost overall adoption:

• Offer to register customers for an online account – According to our recent research, many customers are concerned that the online payment system will be too difficult to navigate. To help ease these fears, your CSRs can offer to help them navigate the account registration process. We also recommend keeping how-to guides for common online payment features available to provide to customers, as needed.
• Send customers their invoice via email – During payment-related interactions, CSRs can offer to help customers by sending their invoice via email. This can both introduce customers to online payments and increase your email database. To help CSRs with this process, we’ve linked a how-to guide for sending an emailed invoice from your biller portal below.
• Send customers their invoice via text – Customers who are hesitant to online payments may be more open to paying by text. For these customers, your CSRs can offer to send invoices via text message. The guide linked below also includes instructions for sending a text invoice from the biller portal.
• Provide information on IVR payments – Many customers may be more comfortable with the IVR automated Pay by Phone system. Customer service representatives can provide information and guides on IVR payments during any interactions with hesitant digital payers.
• Encourage AutoPay enrollment – For customers who call or walk-in to make payments, offer to save them time on their next payment by enrolling in AutoPay. 

Helping customers change habits is beneficial to them, too! The world is increasingly moving towards digital payments, and some of the methods customers are accustomed to may no longer be available in the coming years (this article from Time gives great information on how personal checks are disappearing). Guiding payers to digital payments before they have no choice can ensure a smoother process for both you and your customers.

InvoiceCloud provides tools and resources to help your customer service team boost digital payment adoption. To learn how to send an invoice via email or text, download this guide.  For IVR promotional material, printable how-to guides, and more, visit the Marketing Resource Center.

Need access to the Marketing Resource Center? Email us at customermarketing@Invoicecloud.com.