Bill Delivery via Email and SMS

The Bill Delivery via Email and SMS feature provides service providers with the ability to notify customers about their new billing statements via both email and SMS, offering a convenient and secure method to access their bills. Each notification includes a tokenized access link, allowing customers to quickly and easily view their personalized Bill Explainer microsite without requiring login credentials.

By integrating with the service provider’s existing billing systems, this feature automates the delivery of billing notifications, ensuring that customers are promptly informed of their billing details. Whether customers prefer to receive notifications via email or SMS, the process is streamlined for quick access and enhanced customer satisfaction.

Key Benefit

• For Businesses: Reduces customer service inquiries and increases payment timeliness by ensuring customers are promptly notified via their preferred communication channel (email or SMS). This leads to improved operational efficiency and a reduction in call center volume.

• For Consumers: Offers a seamless and convenient experience, enabling customers to access their billing information directly from their inbox or mobile device, with minimal effort.

• For Customer Service Representatives (CSRs): Decreases the number of billing-related support calls as customers are well-informed and able to quickly access their billing details through the provided notifications.

Use Case

The Problem

Customers often experience delays in accessing their billing information due to complicated login processes or unreceived notifications, leading to confusion, missed payments, and increased customer support interactions.

The Solution

With the Bill Delivery via Email and SMS feature, customers receive a timely notification through their preferred communication method. The email or SMS includes a secure, tokenized link that provides direct access to the Bill Explainer microsite, allowing them to quickly and easily view and understand their billing details.

Benefits

• Multi-Channel Notifications: Customers receive notifications via both email and SMS, catering to their preferred communication channel.

• Ease of Access: With a tokenized link embedded in the notification, customers can access their billing details with just one click or tap, streamlining the process.

• Improved Customer Experience: Timely, accessible notifications reduce the need for manual logins, providing a smoother customer experience.

How it works

• The Bill Explainer system generates a tokenized URL for each customer, allowing secure access to their billing information.

• The service provider’s billing system triggers an email or SMS notification when a new bill is generated, embedding the tokenized link in the message.

• Customers receive the notification, click or tap the link, and are taken directly to their personalized Bill Explainer microsite where they can view detailed billing insights.

Common Issues/Troubleshooting

• Issue: "I didn’t receive my billing notification via SMS or email."
  Solution: Ensure that the customer’s contact information is correctly configured in the billing system and check for any issues with notification delivery (e.g., spam filters for email or delivery failures for SMS).

• Issue: "The tokenized link doesn’t work when I click it."
  Solution: Verify that the tokenized URL hasn’t expired or been forwarded, as tokenized links may have expiration periods for security.

• Issue: "I clicked the link, but the page didn’t load properly."
  Solution: Check the customer’s internet connection and confirm that the Bill Explainer microsite is live and functional. Ensure that the tokenized URL has been generated correctly.