Encouraging New Online Payers with How-to Guides
Published 8/3/23
For many new online payers, registering for online payments and features can be intimidating. An overwhelmed customer who lacks confidence in their ability to navigate online payments will resort to traditional methods (such as walking in with their payment or mailing a check) that drain your front-line staff’s time and resources.
To avoid this, we recommend providing new online payers with how-to guides that show them how to easily and confidently register for online payments. Providing your customers with how-to guides clarifies the steps of the payment process, ensuring they complete payments using the methods most beneficial to you and your organization. They also reduce your call volume and walk-in traffic by offering customers more self-serve options.
InvoiceCloud provides several one-page how-to guides in the Marketing Resource Center that contain step-by-step images, allowing customers to follow along as they register for payments or services. Here are a few suggestions for places you can use these how-to guides to drive online payments:
- Bill Inserts: Consider adding a how-to guide in your next invoice mailing so customers are equipped to register online or enroll in paperless billing as they receive their invoice
- Your website: Link to how-to guides directly on your website or payments landing page to provide a resource to customers who may have questions during the payment process
- In-Person Handouts: Keep a few printed how-to guides on hand for anyone who visits your office to make a payment
The Marketing Resource Center (MRC) is equipped with several one-page how-to guides and videos, including how to register for payments, enroll in AutoPay, enroll in paperless billing, and opting into Pay by Text. Brief payer-facing how-to videos are also available in the biller portal on a variety of topics. These can be shared on your website, on your social media pages, or via email.
Need access to the MRC? Email customermarketing@invoicecloud.net.