5 Best Practices for Improving the Telecom Billing Experience
The bill to payment journey can make—or break—customer experience (CX) and loyalty. A recurring bill is a critical touchpoint that can either bolster positive relationships with customers or leave them frustrated. Many businesses, especially communication service providers (CSPs), need to earn their customers' trust.
One way businesses can enhance the overall telecomcustomer billing experience —and earn customers' trust, loyalty and referrals—is by providing payment options. Customers appreciate features that reduce bill confusion, like transparent and accurate billing statements, proactive notifications, intuitive explanation of changes and prompt customer service. Including these options in a recurring bill, which is often the only planned interaction customers have with their provider, can help your company orchestrate a seamless billing experience .
Poorly Designed Billing Statements Increase Frustration and Billing Calls
Billing statements can be complicated and difficult to understand. According to CSG's analysis of 30 companies' bills , even the best billing statement met just 13 of 23 criteria consumers want to see in their bill.
Companies should avoid these 5 common billing sins:
Not presenting the amount due as the most prominent information
Not providing a clear due date on the bill
Not linking the amount due
Not explaining changes (or acknowledging no changes) incurred since the previous bill
Hiding mission-critical information
Poorly designed bills confuse and frustrate customers. According to a worldwide survey of 1,557 people who recently contacted customer service, the top reason ( 33% ) for calling was to inquire about a bill. Another survey found that 37% of telecom users prefer to call the contact center (instead of visiting the website or using a mobile app) to ask billing questions.
Want to reduce those billing calls?
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