mobile payments & alert communications: changing your bottom line art coutcher utility sales...
TRANSCRIPT
Mobile Payments & Alert Communications:
Changing Your Bottom Line
Art CoutcherUtility Sales Managerdirect: 1-602-443-5959e-mail: [email protected]
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
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
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
Why?
More American adults texting in 2012
Teens – 87% use phones for texting
Harness this channel Improve customer
relationships*Pew: Americans and Text Messaging
Mobile Payments Trends
Mobile Payments Trends
Even More Reasons
Evaluating eAdoption Progress
The Real Question:
How to achieve an eAdoption rate beyond the industry average of 10-12%?
e-Adoption Timeline
Focus Area 1: Bill Design
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?
Focus Area 2: Biller Practices
Email Update
After updating Terms and Conditions on website, send email update to current customer base…
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.
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
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
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.
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
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
Confirm
(company name)
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
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
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
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
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.
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
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
Text Notification & Payment
Text “Textpay” to 75935
Text Notification & Payment
