People are on the go more than ever, and yet the one consistent is the smartphone in their hands, pockets, or mounted on the dashboard of their car. And, they use this device to communicate in many different ways – voice, text, email, chat, social, and more. So, how does an IVR system grow revenue?
24 x 7 x 365 Payment Options
First, it’s important to remember that most people are ‘on the go more than ever,’ meaning they sometimes forget to pay their bills. When they do, it’s after hours when they check their mail or personal email. An IVR system allows your billers to have 24x7x365 payment options to accommodate their schedules, preventing potential cancellations, and lost revenue. Providing additional ways of paying can attract more customers and promote an increase in overall electronic payments.
Typically, customers call their utility during business hours, ask for someone in billing, waiting on hold, and then provide payment information. With an automated IVR payment solution, the customer can call anytime 24 hours a day, seven days a week, 365 days a year.
Second, most customers worry about providing their payment information over the phone. Is someone writing down their personal information on a sticky note, sticking it to their monitor, and running off to lunch with coworkers? We sure hope the new guy two cubicles over doesn’t decide to snap a picture of it with his smartphone. Security is important. Selecting an IVR system with PCI and HIPAA compliance can allow you to offer your customers an added sense of security.
Excellent Customer Experience
And finally, money exchanging hands between people can sometimes ruffle feathers. We often ask ourselves, “Is it worth what I’m paying this person?” However, when it is an automated system, it tends to go along with the ‘service’ aspect of the deliverable. With 24/7 payments by phone, your customers get the same, excellent service each time, branded in your voice, with the positive messaging you want to deliver (“thank you for your business”).
In summary, by offering payment options 24 hours a day, seven days a week, 365 days a year in a secure manner with excellent service consistently, you too can increase revenue by 15% by adding an IVR solution to your billing platform.