Payer Satisfaction in the Wake of COVID

During the past year, Invoice Cloud invited payers to rate their online payment experience and we are pleased to report that 80% of those using Invoice Cloud to pay their bills were satisfied or highly satisfied. This feedback is especially important as is it relates to the COVID-19 pandemic.

The COVID pandemic changed the way customers paid bills and how billers supported customers. Customers who would not normally pay online did so for the first time which meant more electronic payments and calls coming in. It was challenging in many ways but also had some beneficial outcomes.

Challenge: More work for customer service personnel, billing specialists and frontline representatives who were either working in socially distanced office shifts or remotely. 

Benefit: Those first-time payers increased online adoption at records rates. Invoice Cloud clients saw an average of 13% growth in payments from April 1, 2020 to March 31, 2021. That increased online adoption translates to print and mail cost efficiencies and better cash flow due to autopay enrollments.

With the influx of many first-time payers needing additional help, it may have seemed like paying online was difficult. We are glad that payer feedback painted a different picture. As we see the end of the pandemic on the horizon, we are all anxious to get back to “normal”. But, happily, our collective new normal will include many new and satisfied online payers.