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.
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.
The solution
In just 12 weeks, the provider launched an experience that targeted only impacted customers and gave them the clarity—and tools—they needed to take action:
Personalized microsites showing each customer’s specific bill breakdown
Proactive outreach triggered only when bill changes occurred
Plain-language explanations of new or increased charges
Direct links to payment within the same experience
Accessible via email, app or web for full channel flexibility
No more one-size-fits-all notifications. Just relevant, timely communication that guided customers through the "why"—and straight to payment.
- 17.5%: Reduction in billing-related contact rate
- 60 Sec.: Of self-service vs. 7 minutes with an agent
- 12 Weeks: To full deployment, with immediate impact seen in the next billing cycle