How To Handle Billing Error In The Customer Service Industry

How to solve customer billing and payment problems with visual appointment

Billing and payment issues represent a peak driver of inquiries to customer service centers. Some issues repeat themselves over and over and are simpler to resolve, such equally customer profile changes or subscription cancellations. All the same, some inquiries are much tougher to handle: an unexpected charge, or starting time bill, for example. Often, the greatest challenge is just agreement the customer's issue in the kickoff identify.

With e-commerce and digital cyberbanking/, insurance becoming increasingly popular, resolving billing issues and contract payments is condign a massive challenge for customer service centers. In this article, nosotros accost this challenge by highlighting tech solutions that can transform the entire customer service arroyo to billing inquiries, eliminating many common client service issues.

Client service problem solving examples

Losing a skilful customer to a payment issue can be avoided with the proper attention and solution. With 33% of Americans saying they'll consider switching companies afterwards just a unmarried case of poor service, any friction in the surface area of billing may cause the customer to re-evaluate the value of the product or service….and that just might result in churn.

Some examples of billing or payment inquiries include:

· Argument errors: When customers enquire most missing or misapplied payments or other credits, experience in that location are adding errors on the bill or complain almost unrecognized charges on a argument, it ofttimes takes significant back-and-along before the agent can grasp the exact nature of the problem.

· Promotions management: When customers want promotional coupons applied to their account, agents must showtime ascertain that the coupon is valid and that information technology applies to the order in question.

· Proofs required: When a new subscription begins or a contract is renewed, agents require proof of identity to complete the transaction.

If agents mishandle these billing bug, the issue tin be extremely negative. Longer calls mean low scores on efficiency KPIs — AHT is lengthier, and at that place may be multiple escalations and return calls. Agents become frustrated with their inability to help causing higher attrition rate. And almost importantly, customers feel frustration, lower levels of satisfaction with the enterprise, and ultimately, churn.

Frequently, the root cause of a mishandled telephone call is the communication gap. When a client interacts with an amanuensis, the success of the communication is highly dependent on the customer's ability to accurately describe the issue at hand. The back-and-along questions/respond procedure is often lengthy and frustrating. This gap in clarity can exist easily closed using visual assistance.

The Solution — Visual Assistance

Humans use their eyes and brains to run into and visually sense the world around them. With 50% of brain capacity used for visual processing, customers automatically choose visual images when faced with a choice of processing methods. This has led to visual search engines leading the market, video tutorials becoming the preferred learning tool, and now remote support becoming more than visual too.

The difference between visually walking a customer through a confusing telecom contract and verbally describing a particular line in question is immense. Visual communication leads to instant, clear understanding, and in the procedure builds conviction and reduces frustration. Visual appointment empowers the customer rather than escalating dissatisfaction and is therefore far more likely to result in the successful resolution of customer service problems

Options for Visual Aid

The visual experience is powered by a multifariousness of technological solutions for different use cases. Contact centers tin choose co-browsing, screen sharing or alive video assistance for engaging their customers visually in order to solve customer service problems examples, such equally resolve billing, payment or proof-related issues.

Co-Browsing

Co-browsing allows agents to encounter and interact with a customer's browser in real time, visually guiding them to resolution, without requiring whatsoever downloads. Instead of spending valuable time "telling" customers how to solve their online billing problems, co-browsing allows the agent to navigate the website together with the customer. There is no ability to admission or meet other tabs, pages or fifty-fifty applications, so privacy is assured. Agents can move their mouse around the client's browser, highlight relevant information and annotate to make tricky processes even clearer. And, the clearer the client's problem, the faster the resolution, with Aberdeen reporting that co-browsing tools direct reduce AHT.

Example: A customer has a pair of shoes in her cart, simply cannot figure out how to apply her coupon code. She is about to abandon the auction simply instead initiates a co-browsing session. The agent annotates on her screen, indicating the proper place to insert the coupon code, saving the sale.

Platonic for: When all the available data in give-and-take is on your website.

Screen Sharing

Screen sharing allows agents to view whatever information or paradigm on the customer'southward estimator screen. In one case the sharing app is downloaded, agents can request to view a client'due south screen and to take command of the client'south keyboard and mouse in order to streamline a resolution. The session tin can as well be recorded for documentation purposes.

Example: Customers with questions about their utility contract might carelessness the sale, but with screen sharing, agents tin walk them through the entire process, ensuring the contract is signed.

Ideal for: When the customer has your native app on your mobile device, eliminating the need for a download.

Live Video Assist

Live Video Assistance refers to a live video engagement between an agent and a customer needing help. Both encounter the same physical environment via the customer's smartphone, and the rep uses the power of AR to direct the client toward the resolution. This technology delivers the capability for customers to utilise their mobile to indicate a concrete bill or financial argument or to show the rep a physical coupon or proof of identification.

Example: A customer calls a utility visitor insisting there is an error in the monthly usage corporeality. Using her smartphone, she shows her water meter to the rep, providing the proof necessary for the bill to be adapted in her favor.

Platonic for: When a comprehensive solution is required for interactive communication, on and off screen.

How does Alive Video Help work?

· Connect: A link to the platform is sent via text bulletin to the client's smartphone. Clicking on the link establishes an immediate connection via the browser.

· See / diagnose: The smartphone's photographic camera can visually relay the event to the agent, giving him the power to see what the client sees

· Guide: Using advanced AR tools and visual instructions, the agent hands directs the customer through the steps necessary for a billing resolution

· Validate: Once the billing or payment result has been resolved, the agent verifies the resolution visually, eliminating the needs for repeat calls

The Benefits of Visual Tools

Here are several benefits of using visual tools as a way of dealing with client service problems:

· Lower AHT due to clearer faster communication

· Less escalation and higher FCR rate due to better understanding and trust

· Agent empowerment and lower attrition

· Higher client satisfaction and less churn

Summary

Billing and payment bug represent common inquiries to customer service centers. When these customer service bug examples are mishandled, these calls go a source of customer frustration, and a waste material in customer service resources. The solution is elementary — use visual engagement in the form of co-browsing, screen sharing or alive video technologies. These customer service solutions empower agents to improve connect with customers, resolve their billing issues faster and ameliorate overall KPIs.

This post was originally published on the TechSee Web log