Section Level Change Explanations

The Section Level Change Explanations feature provides users with a detailed breakdown of changes in their billing statement at the section level. This feature allows customers to clearly understand which sections of their bill (e.g., monthly services, taxes, fees, and usage charges) have changed compared to the previous billing cycle. It highlights the differences in each section, whether an increase, decrease, or no change has occurred, giving users greater transparency and reducing the need for support calls related to billing confusion.

This feature is designed to simplify the complexity of telecom bills by clearly delineating each section of the statement and explaining any variances that may have occurred. By breaking down changes at the section level, users can quickly pinpoint where the fluctuations in their bill come from, improving their overall understanding of their monthly charges.

Key Benefit

• For Consumers: Provides clear and concise explanations of billing changes by section, helping users understand why their bill may be higher or lower compared to the previous cycle.

• For Customer Service Representatives (CSRs): Reduces billing-related inquiries by providing users with a transparent explanation of changes, enabling faster issue resolution.

• For Analysts: Offers insights into which billing sections most commonly experience changes, helping identify patterns that could drive billing improvements.

Use Case

The Problem

Telecom bills can be complex, and customers often have difficulty understanding why their charges have increased or decreased from one month to the next. This confusion leads to increased customer frustration and a higher volume of support calls related to billing queries.

The Solution

The Section Level Change Explanations feature highlights and explains changes in key billing sections such as monthly services, usage, and fees. Customers can quickly see where and why their bill has changed, reducing confusion and empowering them with clear information.

Benefits

• Transparency: Provides clear explanations of changes in billing sections, making it easier for customers to understand fluctuations in their charges.

• Simplification: Breaks down complex bills into digestible sections with clear explanations for each.

• Customer Empowerment: Reduces the need for customer service intervention by giving customers the tools to understand their billing changes independently.

How it works

• When a customer accesses the Bill Explainer microsite, the Section Level Change Explanations feature automatically compares the current bill with the previous month’s bill.

• The system identifies any changes in key billing sections (e.g., monthly services, taxes, fees, etc.).

• For each section, the system highlights whether the charge has increased, decreased, or remained the same, and provides a brief explanation for the change.

• Customers can click on each section to view more detailed information about the changes.

Common Issues/Troubleshooting

• Issue: "The section changes aren’t showing up correctly."
  Solution: Ensure that the billing data for both the current and previous months is correctly integrated into the system. Incomplete or incorrect data may result in missing explanations.

• Issue: "I don’t see any changes in my bill."
  Solution: If no changes have occurred between billing cycles, the system will indicate that no section-level changes were found. This is expected behavior for months with stable charges.

• Issue: "The explanations are too brief."
  Solution: Encourage the user to click on each section to view a more detailed explanation of the changes. The initial overview is designed to be concise but can be expanded for more information.