New Capabilities will Advance Self-Service and Customer Satisfaction
InvoiceCloud, an EngageSmart solution for online bill payment services, announced Interactive Voice Response (IVR) enhancements, giving billers and their customers more omnichannel options for contactless bill payments and account management.
“One of the biggest benefits of our secure, cloud-based technology is self-service”
The IVR system allows payers to quickly and easily pay their tax, insurance, utility or other bills over the phone. With the enhanced solution, customers can make payments when and where they want, save credit and debit card payment information for future use, and sign up for AutoPay and paperless billing via text message all from a fast, simple, and secure platform.
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According to financial services and information management consultancy the Futurist Group, about 38% of consumers see contactless payments as a “basic need,” up 30% from one year ago. Contactless payments include any option to pay a bill or send money on the consumer’s own device. The ability for consumers to pay a bill via their phone at any hour is a big differentiator and has been traced to improved customer satisfaction, better retention rates, and increased revenue overall.
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“One of the biggest benefits of our secure, cloud-based technology is self-service,” says InvoiceCloud President Tom Griffin. “The latest enhancements to our IVR solution ensure a payment experience that is engaging, easy, and as frictionless as possible for the consumer. In essence, advanced IVR allows our customers to increase both customer satisfaction and revenue streams, while reducing costs to support their customers.”
With this advanced IVR solution, InvoiceCloud has helped nearly 1,000 billing organizations achieve two to three times higher online payment adoption, lowering operational costs and decreasing call volumes by up to 60%. Other measurable benefits include increasing on time payments, decreasing in-person payments, and enhancing customer experience.
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