Tokenized Access Link

The Tokenized Access Link is a secure, one-time-use URL generated for each billing cycle, enabling customers to access their Bill Explainer microsite directly. This link contains an embedded token that authenticates the user and provides immediate access to their billing information without requiring login credentials. The token is time-limited and provides secure access to the customer’s billing data for a predefined period.

By utilizing a tokenized link, customers experience a streamlined interaction with their billing data, as they can simply click the link from their email or SMS notification to view the details of their current and previous billing statements. This feature reduces friction by eliminating the need for customers to remember or reset passwords and log into portals.

Key Benefit

• For Consumers: Eliminates the need to remember passwords, providing seamless and secure access to billing information.

• For Customer Service Representatives (CSRs): Enables CSRs to quickly send tokenized links to customers for easy access during support calls, improving the efficiency of call resolution.

• For Analysts: Enhances customer engagement with billing information, driving higher interaction rates due to the convenience of accessing the data via a secure, time-limited link.

Use Case

The Problem

Traditional login systems can frustrate users who must remember passwords and navigate through multiple steps to access their billing data. Many customers avoid checking their bills online due to the friction caused by these additional steps, which can result in confusion and increased call center inquiries.

The Solution

The Tokenized Access Link offers a frictionless and secure way for customers to access their billing information without needing to log in. Customers receive the tokenized link via email or SMS, click it, and are immediately granted access to their bill.

Benefits

• Convenience: Streamlines access to billing information, reducing the hassle of login processes.

• Increased Engagement: With easier access, customers are more likely to view their billing details regularly.

• Enhanced Security: The tokenized link is time-limited, ensuring that access is revoked after a set period to protect sensitive billing data.

How it works

• A tokenized access link is generated for each customer during every billing cycle.

• The link is sent via email or SMS as part of the customer’s monthly billing notification.

• When the customer clicks the link, the embedded token authenticates the user and provides direct access to the Bill Explainer microsite.

• The link expires after a predefined period, ensuring security and preventing unauthorized access after the token is no longer valid.

Common Issues/Troubleshooting

• Issue: "My link isn’t working anymore."
  Solution: The token may have expired. Customers should contact support to request a new tokenized link or reinitiate the process through their self-service portal.

• Issue: "I accidentally deleted my link."
  Solution: The customer can request a new tokenized link from support or through automated self-service options.

• Issue: "The link didn’t grant me access."
  Solution: Ensure that the customer is using the most recent link, as older links from previous billing cycles may no longer work.