Master Customer Engagement with Intelligent Communications

Posted by Renee Chenue on Aug 5, 2020 8:00:00 AM

At its core, customer engagement is about encouraging customers to take actions that drive beneficial results for them and your organization. Effective customer engagement incorporates everything from how you initiate contact with customers, to – in the case of online payments – their experience submitting a payment.

Read More

Topics: customer experience, self-service, customer engagement

What is a Customer Effort Score–and Why Does it Matter?

Posted by Tara Wildt on Jul 29, 2020 8:00:00 AM

There are many ways to measure your organization's customer experience, from quantitative surveys to qualitative interviews and reviews. When it comes to identifying areas for improvement, however, there are a few key metrics your organization should be tracking on a regular basis. Most organizations are familiar with Net Promoter Scores (NPS) and Customer Satisfaction Scores (CSAT). But one of the more overlooked metrics is the Customer Effort Score (CES). Customer effort measures how easy or difficult it is for a customer to interact with your organization. In other words, how much effort does a customer need to expend to accomplish a particular task?

Read More

Topics: customer experience, user experience, customer frustration, customer effort

Improving User Experience with SaaS Software: Client Story

Posted by Brian Melle on Jul 15, 2020 8:00:00 AM

One of the biggest challenges for insurance organizations today is maintaining a competitive edge in a crowded, fast-moving industry. To keep policyholders happy and customer churn low, insurance carriers must be prepared to meet the changing needs of insureds – a task made more difficult when your organization opts for traditional payment methods over the online payment options true SaaS software applications can provide.

Read More

Topics: client stories, customer experience, saas

4 Benefits of a Strong Partner Network

Posted by Sam Evrard on Jul 8, 2020 8:15:00 AM

When evaluating potential vendors for your organization – payments-related or otherwise – one important factor to take into consideration is their partner network. By that, we mean: which other software solutions can this vendor easily integrate with?

Read More

Topics: customer experience, partnerships, integrations

5 Customer Preference Trends Your Organization Needs to Know

Posted by Tara Wildt on Jun 24, 2020 8:00:00 AM

How important is keeping up with customer preferences? Although the answer to this question may vary by industry, the reality is that most organizations need to meet the changing needs of customers to remain competitive.

Read More

Topics: customer experience, user experience, customer satisfaction

Creating a Good User Experience for Online Payments

Posted by Tara Wildt on May 20, 2020 8:00:00 AM

In a recent blog post, we discussed the benefits of improving the online payment experience. We detailed how a good online payment experience can decrease customer service calls, lower print and mail costs, speed up collections, and improve customer satisfaction. Now that you have a clear understanding of why a good user experience for online payments is to important, the next step is learning how to identify the Electronic Bill Presentment and Payment platform that will drive the best user experience for your customers.

Read More

Topics: online payment system, customer experience, user experience, self-service

Increased Customer Satisfaction with Simplified Payments: Client Story

Posted by Brian Melle on May 13, 2020 8:00:00 AM

For most organizations, customer satisfaction levels are an area of constant focus. That's because customer needs and expectations are constantly changing, and keeping up can be a challenge. It's important, though, to always keep customer satisfaction and experience top of mind at your organization. A poor customer experience can lead to other organizational challenges down the line, such as increased staff workloads and slowed collections.

Read More

Topics: client stories, customer experience, customer satisfaction

5 Benefits of Improving the Online Payment Experience

Posted by Sarah Woodard on May 6, 2020 8:00:00 AM

Keeping up with customer expectations is a challenge for most organizations, particularly when it comes to creating a good user experience. Customers expect a simple and consistent experience throughout their entire interaction with your organization–from visiting your website, to engaging with customer support, to making an online payment. And as user experience increasingly becomes a primary differentiator for many organizations, it’s more critical than ever to get every interaction right.

Read More

Topics: online payment system, customer experience, user experience

Why Now is the Time to Innovate, Despite Uncertainty

Posted by Bob Bennett on Apr 29, 2020 8:00:00 AM

There's no denying that, in a relatively short period of time, the world has changed significantly. These changes have impacted everything from how we do business, to how we conduct everyday activities like shopping for groceries or paying bills, to how we interact with family and friends. In times of uncertainty and crisis, we are all under increased pressure to do the right thing–for ourselves, our organizations, our customers, and our families.

Read More

Topics: online payment system, customer experience, user experience

Is Your EBPP Providing a Bad User Experience?

Posted by Tara Wildt on Mar 25, 2020 8:00:00 AM

Consumers’ needs are constantly changing, but one thing remains the same—they expect an outstanding user experience (UX) every step of the way, from customer support to online payments. When it comes to making payments online, customers want to pay their bills whenever and wherever they want, and on the device of their choice, without the hassle of roadblocks like a one-time registration. In fact, lack of exceptional UX in the payments industry can lead to reduced customer satisfaction, lower electronic payment adoption rates, and increased staff workloads.

Read More

Topics: ebpp, customer experience, user experience