How to Connect Your Customer Experience with Online Payment Adoption

It’s critical that your frontline staff can comfortably speak to and promote the online payment features designed to simplify the payment process. This will lead to more electronic payments, fewer customer inquiries, decreased print and mail costs, and overall happier customers.

Do you need tips to promote electronic payment features and benefits? We’ve got you covered.

We have prepared some simple talking points that will help your staff drive online payment adoption from our Frequently Asked Questions (FAQs). Share these proactively with your customers to help them to more fully engage with the platform. Here are a couple of scenarios:

• EXAMPLE 1: Remove due date stress for customers and improve your cash flow forecasting
  “Did you know with AutoPay, you can eliminate worries about missing a payment due date, incurring late fees, or risking service interruption? Your payment will be automatically deducted from your preferred payment method on the due date. You’ll receive email notifications about your upcoming AutoPay payment to ensure sufficient funds are available in your account prior to your payment. You’ll also save time by avoiding trips to the mailbox. Shall I sign you up?”
• EXAMPLE 2: Decrease over-the-phone payments that take up staff time
  “Did you know you can quickly pay your next bill by text message? With our pay by text system, bill notifications will be sent to your phone by text message, and you’ll have the option to pay via text with your default payment method simply by replying. I can enroll you in pay by text today. What would be the best mobile number to use for this service?”
   

Create a cheat sheet for your frontline staff so they don’t have to wing it. Start with our FAQ document. You can find the entire document linked here.

Find out how the City of Arlington has found success by prioritizing the customer experience and increasing self-service options. Read their success story here.