If you read our past few blogs you have already gained an understanding of the added value that digitalization brings to customer communications and why you should pounce on its potential. Not only to improve customer experiences but also to meet the preferences of your individual customers.
In this series of blogs, we also covered the added value of digitizing invoices to help your customers pay their bills more easily and how the integration of QR codes allows them to do so. If you missed out on these previous blogs, don’t worry. Read up on them here: ‘Digitalization and the importance of clear-cut invoices’ and ‘Here’s why you should integrate a QR code in your invoice’.
Reach out proactively
Now, when you make the shift to digital or introduce any change that has an impact on the customer experience for that matter, it’s important you guide your customers through this process from start to finish. In today’s blog, we show you how you should initiate the process of introducing new payment methods to your customers by proactively using the different communication channels at your disposal.
Your website is the prime digital face of your organisation. Any change or novelty in your activities has to be communicated here. When you introduce a new payment method, use your website to spread the word. Design a banner and attribute a whole new page about the payment method where your customer finds all the necessary information You can display an example of how an invoice with the new payment method might look like, highlight the benefits and show what your customers can expect.
Make them feel at ease and grant them the opportunity to get acquainted with the new method. Integrate a FAQ section and enable visitors to get in touch via chat, phone or email if they have any other questions. Last but not least, allow your customers to change their preferences if they wish to make use of the new payment method.
2. Print invoices
If the new payment method enables your customers to process their invoices digitally, notify them of this update on your print invoices. Include a banner that catches the customer’s attention and direct them to the designated web page where they can learn more about the new payment method and change their preferences if they wish to do so.
3. Info brochure
For your customers who are still fans of print, send out a brochure with all the necessary information about the new payment method. Include examples, highlight the multiple benefits and notify the reader about any possible changes the method might have on the interaction he or she is used to. You can also send out the brochure accompanied by a personal letter that serves as a short introduction and stresses how much you value the relationship you have and the effort you put into meeting their expectations.
For customers who prefer digital over print and have subscribed to your newsletter, include a topic in the following newsletter that notifies them of the update and describes what it entails. Include a call-to-action that encourages your customers to state their personal preferences on how they wish to make future payments.
In a blog post, you can dedicate more attention to the ins and outs of digital invoicing: the benefits, how it works, how it will improve the customer experience and how secure it is. As always, enable the readers to opt-in on this new payment method and reach out to you if they have any questions.
6. Social media
Social media is the ideal channel to reach out to your customers quickly and easily. Make use of visuals on your social media channels to announce the possibility of digital invoicing and use Facebook, Twitter and LinkedIn to guide your customers and prospects to your website where they can find more information.
The bottom line is this: All of these channels have to contribute in allowing a smooth crossover for customers who are willing to make the switch from print invoices to digital, improving their customer experience in the process as paying bills becomes a little easier.
In our next week’s blog we will cover customer loyalty and how you can win it. We will go over the elements that need to be in place in order for your customers to trust your brand, such as quality of information, security and credibility. Do you want to be notified when our next blog appears online? Subscribe to our newsletter and be the first to know!