A Large Service Operator Empowers Customers with Transparent Billing
Tired of confused customers? CSG Bill Explainer offers a personalized, intuitive bill breakdown, reducing call center volume and saving costs. Discover how this tool transformed a client’s customer experience and boosted satisfaction.
Billing that builds relationships
The customer
A leading cable and internet provider in the U.S., serving millions of residential and business customers with high-speed connectivity and entertainment services. The company prides itself on speedy connections and its commitment to customer care.
The challenge
The provider’s support team was overwhelmed by avoidable billing questions. And the downstream effects were adding up.
80%+ of inbound calls were tied to confusion over bill changes
Each call averaged 7 minutes, taking time away from higher-value issues
Customers weren’t being proactively notified of billing changes
Outreach wasn’t targeted and didn’t guide customers to pay
The result: delayed payments, rising call volume and growing dissatisfaction
The provider needed a smarter, more personalized way to communicate with customers about what changed—and help them act on it.