See how industry leaders make happy consumers at www.aciworldwide.com/billpay
Are your consumers happy? Billing and payment drives up to 58% of customer satisfaction, according to J.D. Power & Associates. But paying bills is painful. What emotions comes to mind when you think about paying bills? Customers say “kind of a hassle, stressful, stressful, frustrating time, I hate it.” Choice takes the pain away, according to J.D. Power & Associates . Consumers want lots of choice, including: recurring card, recurring ACH, mobile card, mobile ACH, web card, web ACH, phone card, phone ACH, 3rd party, online banking one-time, online banking recurring, mail, walk-in with cash, real-time and point of sale, according to Javelin Strategy & Research and ACI Worldwide. When asked, customers say “Paying bills my favorite method would be debit card, a lot of bills automatically come out, I do not sign up for automatic payments, I have to use my checking information rather than a debit card, so that is kind of a hassle, through my bank, through my phones, everything we use credit cards, try to stay away from credit cards, through our phones, I go physically in and pay cash, I don’t ever carry cash, send me an email if I have a pending amount and I click a button to pay it, app on my phone, text message that would remind me that I have a bill due in a week or 2 days would be very helpful.” 75% of consumer use multiple payment options monthly according to ACI Worldwide survey. Consumers say “I pay online, with my phone, I rarely go in-person. We will pay at the retailer on the day that it’s due, but other than that almost everything is online.” Only 15% of organizations offer all these choices, according to Ovum and ACI Worldwide survey. 50% of organizations are evaluating adding eight new payment options according to Ovum and ACI Worldwide survey. Are you prepared to offer consumers every payment option they want?