Bill Sections & Items Cards

Bill Sections & Items Cards is a user-friendly feature within Bill Explainer that allows customers to view a detailed breakdown of their billing statement. The bill is organized into sections and individual items, such as services, usage charges, taxes, and fees, which are displayed as cards on the Bill Explainer microsite. This intuitive format simplifies the billing experience by clearly showing each section of the bill, enabling users to drill down into specific items for more information.

The feature is designed to give customers a granular view of what they are being charged for, making it easier to understand how their total bill amount is calculated. Each item card includes detailed descriptions, making the billing process more transparent and reducing the need for customers to call support for clarification.

Feature Key Benefit

• For Consumers: Provides a clear and organized view of all charges on their bill, making it easier to understand the total amount and each item’s contribution to it.

• For Customer Service Representatives (CSRs): Enables CSRs to easily navigate a customer’s bill during support calls, reducing the time required to answer billing-related questions.

• For Analysts: Offers insights into which sections of the bill are most frequently reviewed or queried by customers, allowing for targeted service improvements.

Use Case

The Problem

Customers often struggle to understand the breakdown of their bills, especially when multiple services, taxes, and fees are involved. This confusion leads to dissatisfaction and an increase in calls to customer support for clarification.

The Solution

Bill Sections & Items Cards solves this issue by presenting each part of the bill in an easy-to-read format, allowing customers to drill down into each section for more detailed information. The clear separation of services, usage charges, and fees helps customers quickly identify the areas that contribute to their total bill.

Benefits

• Transparency: Customers have a clear view of their bill, with detailed breakdowns of each section and charge.

• Reduction in Billing Queries: The detailed cards reduce the need for customers to call support for explanations of their bill.

• User Empowerment: Customers can explore and understand their bills independently, without needing assistance from customer service.

How it works

• When a customer accesses their Bill Explainer microsite, their billing statement is displayed in sections and itemized cards.

• Each card represents a specific part of the bill, such as services, taxes, or usage charges.

• Customers can click on any card to expand it and view more details about that particular charge.

• Cards may also include descriptions and explanations to help customers understand how each charge is calculated.

Common Issues/Troubleshooting

• Issue: "The card for my service isn’t showing up."
  Solution: This could be due to incomplete data from the billing provider. Recommend checking that all relevant data was correctly imported into the system.

• Issue: "I don’t understand the description of this charge."
  Solution: Ensure that the descriptions for each item are clear and customer-friendly. Complex or technical language may need to be revised for better comprehension.

• Issue: "Some charges seem to be duplicated."
  Solution: Check whether the customer is viewing items across multiple sections or services. Duplication could occur if data isn’t properly categorized.