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Why you should offer self-service solutions to your customers
Online banking has set a new standard for payment-related solutions and services, leading more customers to expect self-service options for their transactions.
Customers want to handle things themselves online
Many people today find it unthinkable to visit a bank for daily banking services. The same applies when contacting customer service to discuss payments and invoices. This shift is due to banks developing self-service solutions that are both secure and simplifying.
Unconsciously, there’s a growing expectation that we should be able to manage most of our services online, without risk and without the need for personal contact. If banks can offer such services, why can’t others do the same?
Simple and user-friendly, yet private
While payments and settlements have become increasingly straightforward with new technology and mobile phones, money remains a private matter. We appreciate the ability to choose when and how we pay, and we expect it to be simple. Although there are situations where contacting a person is best, it’s clear that more and more people prefer self-service solutions—as long as they are reliable and provide a good user experience.
A good user experience could be, for example, that the online solution is mobile-adapted, making it accessible on all platforms without additional barriers, such as requiring an app download.
Make payment services a positive customer experience
Technology makes it easier for all types of businesses to implement self-service solutions that simplify administration and payment. Many businesses already have self-service kiosks for various processes, such as check-in and payment. Expanding this offering to include self-service payment services is a natural and effective way to enhance customer service.
Examples of payment-related solutions and services that your customers will appreciate (and eventually expect) you to offer via self-service:
- The ability to choose an invoice as a payment option.
- Access to search for a copy of an invoice if they’ve received a reminder.
- The option to request a payment plan or deferment.
- The capability to upload receipts if the invoice has already been paid.
- Communication with customer service via messaging.
- Access to frequently asked questions about payment and other related topics
More time for customer relationships
It’s not just customers who benefit from self-service. Employees often spend a lot of time answering questions related to payments, invoices, agreements, and similar topics. Redirecting such inquiries to an online payment and customer service platform will free up time and resources, which can then be used for other tasks and improve the overall customer experience
Reasons to offer self-service payment solutions:
- Customers avoid standing in line or waiting on the phone.
- Reduced pressure on phone lines and counters allows more focus on core business activities.
- Good self-service solutions lead to high customer satisfaction.
