Enhancing the Customer Experience with a Strategic Focus on E-Billing and Online Bill Payment
Is your billing and payments technology helping or hindering customer experience? Learn what one biller did to generate and sustain double-digit enrollment figures in both online bill payment and e-billing in less than one year.
In order to facilitate customer satisfaction and cash flow, billers need to make the customer bill receipt and payment experience as convenient and simple as possible. This means providing multiple bill payment options that include self-service options, as well as support for recurring, one-time and emergency payments. Billers can reduce costs and enhance the customer experience by making the online channel attractive by encouraging the adoption of e-bills and online payments. American Electric Power (AEP), one of the nation’s largest providers of electricity, has achieved great success by designing online bill payment functionality geared to customer preferences and encouraging customers to turn off their paper bills.
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