Bill payment is an important part of customer experience (CX), so it makes sense to provide a quick, simple process for your customers to pay a bill, especially one they receive by email.
Here are all my blog posts. Enjoy the read!
Mia Papanicolaou explains why digitizing collection notices are no longer a nice-to-have, but should be a critical part of every utility’s wider customer communication strategy
In her blog post, Mia Papanicolaou looks at ways of leveraging the power of AI and ML to improve current digital customer communication
Have you thought about how AI and Machine Learning can enhance your customer communications? Mia Papanicolaou discusses topics highlighted at the DSF conference
In her latest blog post, Mia Papanicolaou explains why organizations need to measure their status on a digital communications maturity framework
Insurers are at greater risk of being exposed to cybersecurity threats. Read about 3 cybersecurity trends insurers need to know about
Read Mia Papanicolaou’s blog post to find out why you need to ensure your paperless strategy delivers a good customer experience and why it is so important.
Read why insurers cannot afford not to transform digitally and why digitizing customer documents is a great catalyst for digital transformation.
Insurers need to improve their customer communications. Mia Papanicolaou discusses the need for a digital-first, customer centric approach in the insurance industries
Utilities need to switch to digital customer communications. They are lagging behind on digitizing customer service processes, customers are disengaged & paperless adoption is stagnating. Read more here.
Mortgage customers are leaving because of poor customer service. Discover how mortgage companies can use email to increase customer satisfaction & retention
Time for insurers and insurance customers to embrace digital transformation. Mia Papanicolaou explains they should use email to spearhead digital engagement.
In her latest blog post, Mia Papanicolaou gives 10 tips on how to use email effectively to enhance all your customer communications
Mia Papanicolaou addresses the potential issues organizations may face when making the customer centric transformation.
Understanding the success of email campaigns – goals and outcomes
When you sent a paper bill – did you have to prove your customer opened their envelope that contained their bill? Do you have an eDocument strategy?
Putting one or more of these processes into action should effectively reduce the amount of invalid email addresses you have on file.
So why in this age of convenience and online savvy are so many companies struggling to get their customers to sign up to electronic billing?
Remember to always think about the UX when considering a channel to delivery confidential customer documents.
Understanding that our customers are slow to make a decision and will often just ignore the request altogether.