Features and Benefits

The Explainer Module offers a robust set of features designed to simplify complex billing processes, reduce customer support inquiries, and enhance user experience across multiple touchpoints.

Below is an updated and refined breakdown of the core features, including optional enhancements.

Responsive Website

A dynamically generated, responsive website that allows customers to access their billing information across various devices—desktop, tablet, and mobile. The website displays a direct comparison of the current month’s bill with the previous month, highlighting changes and key billing elements.

Key Benefits:

• For Consumers: Clear, accessible billing information across devices, reducing confusion and the need for support.

• For CSRs: Consistency in viewing the same layout as customers, simplifying support interactions.

• For Analysts: Better customer engagement and reduced support calls through enhanced accessibility.

JWT Access Token

Provides secure user authentication via JSON Web Tokens (JWT), allowing customers to access billing information without the need for login credentials. The JWT is embedded in tokenized URLs sent via email or SMS.

Key Benefits:

• For Consumers: Seamless, password-free access to billing data, reducing friction.

• For CSRs: Eliminates the need for customer identity verification, speeding up call resolution times.

• For Analysts: Encourages higher engagement by simplifying access to billing information.

Tokenized Access Link

Secure tokenized URLs allow customers to access their billing data via email or SMS notifications, eliminating the need for traditional login credentials. This feature simplifies the user journey while maintaining security.

Key Benefits:

• For Consumers: Instant, secure access to billing information through a single click.

• For CSRs: Simplifies the support process by providing access to the same billing view as the customer.

• For Analysts: Improves customer engagement by streamlining access to billing data.

Personalized Billing Insights

Powered by advanced AI and machine learning, this feature provides tailored insights and explanations about billing changes, overages, and usage patterns. The goal is to empower users with actionable billing information that addresses their unique needs.

Key Benefits:

• For Consumers: Offers personalized explanations of billing changes, reducing confusion and frustration.

• For CSRs: Enables accurate, personalized support with tailored billing insights, leading to quicker resolutions.

• For Analysts: Provides valuable data on user behavior and billing trends, helping optimize future services.

Bill Sections & Items Cards

Breaks down complex billing statements into intuitive sections, such as services, taxes, fees, and itemized charges, making it easy for users to understand the various elements of their bill.

Key Benefits:

• For Consumers: Enhanced clarity and understanding of individual bill components.

• For CSRs: Easier and faster explanations of bill details during customer interactions.

• For Analysts: Provides data on the most common sections generating inquiries, helping improve billing structure and communication.

Wireless - Device Instalments Cards

Displays a breakdown of device financing details, including the amount paid, remaining installments, and the outstanding balance. This feature offers transparency into device payment plans.

Key Benefits:

• For Consumers: Clear and transparent view of device payment status.

• For CSRs: Streamlined device installment inquiries, leading to faster support.

• For Analysts: Insights into device-related billing queries to help optimize customer support.

Wireless - Multi-Line & Sub-Section Support

Provides detailed billing breakdowns for multi-line accounts, showing individual plan details, charges, and usage by line.

Key Benefits:

• For Consumers: Allows users to understand how each line impacts their overall bill.

• For CSRs: Simplifies multi-line account support, reducing call handling times.

• For Analysts: Provides insights into multi-line account usage patterns to optimize service plans.

Balance Widget

Displays a clear summary of the user’s outstanding balance, including any unpaid amounts from previous bills, helping customers stay on top of their payments.

Key Benefits:

• For Consumers: Provides transparency into outstanding amounts and helps avoid late fees.

• For CSRs: Simplifies discussions about outstanding balances during customer support interactions.

• For Analysts: Provides insights into payment behaviors and outstanding balances to inform financial planning.

Payment Widget

Offers a “Pay Now” button that redirects users to the provider’s self-service payment portal, enabling customers to make payments directly from the Bill Explainer site.

Key Benefits:

• For Consumers: Seamless transition to the payment portal for quick and easy payments.

• For CSRs: Provides an easy point of guidance for customers to complete payments.

• For Analysts: Enables tracking of payment completion rates and trends.

Section Level Change Explanations

Offers detailed explanations of changes at the section level, such as changes in services, taxes, and fees, helping users understand why their bill has increased or decreased.

Key Benefits:

• For Consumers: Transparency into billing changes, reducing confusion.

• For CSRs: Faster and clearer explanations during customer service interactions.

• For Analysts: Insights into billing components that generate the most inquiries.

Item Level Change Explanations

Provides detailed explanations of changes at the item level, helping users understand why specific charges have changed, such as overage fees or service upgrades.

Key Benefits:

• For Consumers: Clear explanations of specific charges, reducing the need for support.

• For CSRs: Simplifies the process of addressing billing queries about individual items.

• For Analysts: Highlights trends in specific billing items that lead to customer inquiries.

Visual Branding

Allows service providers to customize the visual appearance of the Bill Explainer microsite to align with their brand guidelines.

Key Benefits:

• For Consumers: Consistent, brand-aligned experience that feels familiar and professional.

• For CSRs: Ensures that customers are comfortable with the visual design during interactions.

• For Analysts: Provides insights into the impact of branding on customer engagement.

Bill Delivery via Email and SMS

Provides bill notifications and tokenized access links through email or SMS, allowing customers to access their bills quickly and easily.

Key Benefits:

• For Consumers: Convenient access to billing information through familiar communication channels.

• For CSRs: Enables quick verification and access to the customer’s bill during support calls.

• For Analysts: Provides insights into communication effectiveness and engagement rates through email and SMS notifications.

GenAI Main Insight Generation Bolt-On (Optional)

This optional feature uses Generative AI to provide natural language explanations of changes between two recent bills, offering deeper insights into billing trends and patterns.

Key Benefits:

• For Consumers: AI-generated, easy-to-understand explanations of billing changes, further reducing the need for support.

• For CSRs: Access to advanced insights to help resolve billing issues with greater accuracy.

• For Analysts: Provides more in-depth, AI-powered analysis of customer billing trends and usage patterns.