BEST PRACTICES: INCREASE ONLINE BILL PAY USAGE BEST PRACTICES | ONLINE BILL PAY | 2020 Here are the best practices for increasing online payment awareness and usage.
Edmunds GovTech | Increase Online Bill Pay Usage
INCREASE ONLINE BILL PAY USAGE
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Let’s discuss your Online Bill Pay (OBP) portal – what it can do and how to promote and increase its usage. Have you ever asked yourself, “how can we reduce our workload in the office while increasing revenue collection?” Throughout this white paper, we’ll discuss these key points to accomplish just that:
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Benefits of Increased Online Bill Pay Usage Accessibility of Your OBP Link Virtual Terminal and Interactive IVR Common Customer FAQs
BENEFITS OF INCREASED ONLINE BILL PAY USAGE First, what are the benefits of increased OBP usage? You may not know this, but OBP is your most efficient employee. OBP gives customers 24/7 access to view all of their account information, make payments, project future interest, and reprint bills. Because of these features, you’ll reap these benefits:
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A reduction in phone inquiries for balances and payment A reduction in error from manually entered payments A reduction in walk-in and mailed payments An increase in revenue collection A reduction in delinquencies
Now, let’s learn about how we can increase the usage of your OBP system to leverage the benefits listed above. Remember – OBP is your most effective employee – as long as you use it appropriately.
Edmunds GovTech | Increase Online Bill Pay Usage
INCREASE ONLINE BILL PAY USAGE
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ACCESSIBILITY OF YOUR ONLINE BILL PAY LINK How accessible is your OBP link? Did you know that call volume could be reduced by over 30% with these helpful link accessibility tips:
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Display and promote your OBP link on multiple web pages throughout your website. This allows customers the ability to access OBP from your home page, department pages, and other pages
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Showcase a clearly defined button stating ‘Billing Inquiry & Payment Capabilities HERE!’ or simply ‘PAY MY BILL’
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Post your link on your social media platforms to inform your customers of its availability
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Direct customers to make payments online by including your OBP link on your customers bill
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Reference the easy-to-use option on the automated message of your office phone system. Unsure of what to say? Let Edmunds GovTech assist in defining a unique prompt to be played for customers calling into the office.
Keep in mind, that as long as you make your OBP link accessible, you will see a large increase in its usage.
VIRTUAL TERMINAL AND INTERACTIVE IVR OPTIONS There are more options than just your OBP web link. Edmunds GovTech offers a virtual terminal, which is a self-service kiosk that can process credit and debit cards for walk-in payments. This is an easy process to set-up, at no additional charge.
Edmunds GovTech | Increase Online Bill Pay Usage
INCREASE ONLINE BILL PAY USAGE
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What about customers that do not have regular access to the internet and are not able to make a walk-in payment? For them we have our Interactive Voice Response (IVR) system - a 24/7 phone line that customers can call into to submit a payment. These additional options will help to expedite the payment process while reducing foot traffic into the office. Imagine what you could do with all this newly found free time!
COMMON CUSTOMER FAQS Are there common questions that are frequently asked by customers? Questions about functionality or navigation? You many not know it, but you can use your OBP landing page to post notices or instructions that are relevant to these questions, as well as, any information that pertains to a certain billing period. Never forget that Edmunds GovTech is here to help! Contact us today to assess and optimize your OBP set-up.
LET’S CONNECT 888.336.6999 Info@EdmundsGovTech.com www.EdmundsGovTech.com
Edmunds GovTech | Increase Online Bill Pay Usage