Kevin’s Corner: Helping Customers Build Digital Financial Confidence
Published 4/3/25
April is Financial Literacy Month, the perfect time to help customers strengthen their digital financial literacy—the ability to confidently navigate online payments. Digital payments are rising, yet some billpayers still face challenges in transitioning away from traditional methods. A recent InvoiceCloud survey of 2,000+ American billpayers reveals key digital payment trends and barriers.
What the Data Shows
Customers are embracing digital payments for convenience and security, especially as mail theft and check fraud concerns grow. Despite only 4% preferring to mail checks, 21% still do—highlighting the need for greater awareness, accessibility, and education on the risks of mailed payments.
Mobile payments lead the way, with 65% of respondents paying bills via mobile devices, followed by biller portals (48%) and bank portals (40%). Digital wallets (Apple Pay, Google Pay, PayPal, Venmo) have now surpassed ACH payments in popularity, signaling a shift toward more flexible, real-time options.
Yet, challenges remain. Some billpayers hesitate to adopt digital payments due to concerns about ease of use, transaction fees, or financial control—especially those with fluctuating incomes reluctant to enroll in AutoPay. Additionally, 72% reported online payment issues in the past year, with 44% missing or delaying payments. The top reasons? Forgotten login credentials (21%) and limited payment options (17%).
How Billers Can Help
Billing organizations like yours play a critical role in making digital payments easier and more accessible for all customers. Here’s how:
1. Offer Mobile Wallets
With mobile devices the top tool for bill payments, optimizing the mobile experience is crucial. Offering mobile wallets (Apple Pay, Google Pay, PayPal) meets this demand. Our research shows digitally hesitant customers are highly willing to use mobile wallets for bill payments. Contact your CSM to activate mobile wallets, then actively promote them to customers.
2. Educate Customers on Digital Options
Many billpayers stick to outdated methods out of habit or lack of awareness. Educating them on secure, convenient digital options can drive adoption. Strategies include:
- In-office signage: Instructions near service windows, kiosks, and drop boxes, with QR codes linking to online payment portals.
- Mailed notifications: A one-time paper notice explaining digital payment options with QR codes for easy access. See the Dangers of Paying Through the Mail insert in our Marketing Resource Center (MRC).
- Digital reminders: Emails, texts, or voicemails with direct links to online payments.
- How-to guides: Share more in-depth marketing materials to help customers navigate digital payment options. Step-by-step instructions available in seven languages in the MRC to assist non-English-speaking payers.
These resources are in the Marketing Resource Center, and our Adoption Growth Services team can help ensure you have access. If you’re looking to boost adoption, paperless enrollment, or AutoPay participation, our CSMs and Adoption Growth Services team are ready to assist.
3. Capture Email Addresses
Collecting customer email addresses and integrating them into the InvoiceCloud system enables payers to receive invoice reminder notifications, even if they aren’t using online payments. This approach often encourages payers to try online payments. Payers are also more likely to pay on time when receiving emailed payment reminders. For more information on ways to collect more email addresses, contact your CSM or customermarketing@invoicecloud.com.
By improving education and accessibility, you empower customers to take control of their finances digitally—while increasing adoption. For more insights, download InvoiceCloud’s State of Online Payments report. For support, contact customermarketing@invoicecloud.com.