Mobile Payments & Alert Communications: Changing Your Bottom Line Art Coutcher Utility Sales Manager...
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Transcript of Mobile Payments & Alert Communications: Changing Your Bottom Line Art Coutcher Utility Sales Manager...
![Page 1: Mobile Payments & Alert Communications: Changing Your Bottom Line Art Coutcher Utility Sales Manager direct: 1-602-443-5959 e-mail: acoutcher@mybillingtree.com.](https://reader036.fdocuments.us/reader036/viewer/2022062718/56649e875503460f94b8bbb2/html5/thumbnails/1.jpg)
Mobile Payments & Alert Communications:
Changing Your Bottom Line
Art CoutcherUtility Sales Managerdirect: 1-602-443-5959e-mail: [email protected]
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Objectives
Harness the value of Text Messages as your vital new communications channel
Change your bottom line with mobile payments Migrate to a GREEN biller
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Raise your hand if…..
You have a cell phone with you today You have a smart phone You checked your phone within 15 minutes of
waking up this morning You have a unlimited text plan You have sent a text message today You have paid a bill in the last three months on
your phone
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Interesting Cellular Facts
87% of the world’s population has a cell phone (5.9B) 2010 – 26% of households do not have a “hardwired”
home phone 51% of people have a smart phone in the U.S. today The average age of a “texter” is 39 years old 77% of people are on unlimited text plans More Google searches are done on phones than
computers
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Why?
More American adults texting in 2012
Teens – 87% use phones for texting
Harness this channel Improve customer
relationships*Pew: Americans and Text Messaging
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Mobile Payments Trends
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Mobile Payments Trends
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Even More Reasons
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Evaluating eAdoption Progress
The Real Question:
How to achieve an eAdoption rate beyond the industry average of 10-12%?
e-Adoption Timeline
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Focus Area 1: Bill Design
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Focus Area 3: Customer Usability
How will I know when to pay if I go paperless?
How do I enroll in eBilling?
Can I view my past bills online?
Can I view and pay multiple bills at the same time?
Can I use my smartphone to pay?
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Focus Area 2: Biller Practices
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Email Update
After updating Terms and Conditions on website, send email update to current customer base…
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Add Compliance guidelines to your Website & Agreements
MMA (Mobile Marketing Association) Requirements Your wireless policy must contain the minimum
information: STOP instructions in BOLD Lettering HELP instructions in BOLD Lettering Frequency (you will receive messages about your account) Customer Service Contact Information Msg & Data Rates May Apply
Terms & Conditions on Agreements and Website include your completed Wireless Policy.
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Proper Opt-In: Account activation combined with verified cell # and possession of device.
Compliance
Proper Opt-Out:
Message templates include HELP command to return to customer service and STOP instructions
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Getting Started with the 4 Cs
1. Collect Permission – Properly obtain customer consent for text message communication
2. Comply – Follow the MMA (Mobile Marketing Association) Best Practices
3. Confirm – Verify customer cell phone number and possession of device
4. Communicate – Manage SMS strategy through automated triggers that deliver predetermined messages
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Message Templates
Message flow foundation is your custom message template library
Proper structure and key language requirements higher response rates Proper structure
» Source (i.e. company name) of the message first» Offer or primary info should » Method of redemption or contact info» Help option
Example (CoServ):This is a courtesy reminder your payment is due in 5 days. Questions? Call 888.555.1212. Reply HELP for help.
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CoServ: Your account is approved for activation on or around 4/11/2012. For questions contact 800-555-1212.
Reply HELP for help
CoServ: Your account is approved for activation on or around 4/11/2012. For questions contact 800-555-1212.
Reply HELP for help
Message Templates
Build a message library around your business model
Activation Approval/Next Steps
Welcome/Confirmation
EFT Confirmation
Pending
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Message Templates
Welcome Verification message confirms the number is still active…
Welcome Message Templates: CoServ: As a customer benefit, we provide account
updates & outage alerts by text. For more information call 888-555-1212 or reply HELP for help
CoServ: Thank you for your business. Please click on the link to LIKE us on FACEBOOK, For outstanding cust svc call 888-555-1212. Pls save our # in your phone for future use. Reply HELP for help
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Confirm
(company name)
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1. Customer receives message template with HELP option.
2. If customer replies HELP then receives
reply with STOP instructions.
3. Customer replies STOP, receives reply
withconfirmation.
CoServ:
Courtesy reminder: Your payment is due in 5 days. Thank you for your business. For questions call 800-555-1212
Reply HELP for help
CoServ:
Courtesy reminder: Your payment is due in 5 days. Thank you for your business. For questions call 800-555-1212
Reply HELP for help
CoServ:
Msg&Data Rates May Apply For customer service call 800-558-1212
Reply STOP to Opt Out
Call our 24hr Opt Out Line @ 877-111-1111
Vipcash.com /mobile
CoServ:
Msg&Data Rates May Apply For customer service call 800-558-1212
Reply STOP to Opt Out
Call our 24hr Opt Out Line @ 877-111-1111
Vipcash.com /mobile
CoServ:
You have opted out. You will not receive additional messages.
For questions call 800-558-1212
CoServ:
You have opted out. You will not receive additional messages.
For questions call 800-558-1212
Opt-out
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CoServ: This is your courtesy reminder you have a payment due in 5 days. For questions call 1.866.555.1212
Reply HELP for help
CoServ: This is your courtesy reminder you have a payment due in 5 days. For questions call 1.866.555.1212
Reply HELP for help
Message Templates
Build a message library around your business modelAccount Management
5 day reminder 1 day reminder Returned payment Payment request Payment confirmation Loyalty point balance update
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Common Use Billing Reminders
Payment Reminder Templates: CoServ: Billing Statement available @
www.coserve.com. Pmt should be made by the <Due Date> to avoid late fee of 1% added to your acct. Reply HELP 4help
CoServ courtesy reminder: Your payment is due in 3 days. Questions ? Reply by text or call 888.555.1212 Thank you for your business! Reply HELP for help
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Common Use Billing Reminders
Payment Reminder Templates (continued): CoServ courtesy reminder: Your payment is due today.
Questions? Reply by text or call 888-555-1212. Thank you for your business! Reply HELP for help
CoServ pmt reminder: Your payment is due March 5th Reply by text or call 888.555.1212 to speak w/cust svc. Thank you. Reply HELP for help
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Marketing
Re-market to your best customers with an incentive to use your product again.
Highest rates of return by re-marketing to your preferred customers
Stimulate new business from current customers – best $ spent
Marketing Campaign Templates: CoServ Referral Program: Get a $200 credit towards ur account
when u refer a friend. Have them call 888-555-1212 & mention ur name & acct # to get $200. Reply HELP for help.
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Mobile Payment Trends
AITE Group predicts bills paid online will increase by 18% by 2013
The number of bills paid with a mobile device is set to grow by a huge 377% across the same period
TO: 5878912341234TO: 5878912341234
FROM: 58789
Thank you. Your payment has been processed. Your confirmation # is 45678912
FROM: 58789
Thank you. Your payment has been processed. Your confirmation # is 45678912
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Text Notification
Billers leverage technology to reduce costs associated with consumer contact, including
recurring and/or post date check reminder notices
time sensitive notices outage and repair notification coupons and appointment
reminders
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Text Notification & Payment
Text “Textpay” to 75935
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Text Notification & Payment
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