Chatbots have gained a prominent place within the customer experience, and it’s easy to see why. The always-on availability, coupled with the increasing intelligence of chatbots, make them a simple way for consumers to self-serve.
And based on recent stats, consumers are most definitely taking advantage. Let’s dive into a few key statistics from the world of payments to show the importance of incorporating chatbots into your billing and payment platform.
CHATBOTS PROMOTE SELF-SERVICE
Consumers looking for assistance may eventually rely on Customer Service Representatives, but 81% prefer using self-service options first. While reasons may vary, the upshot for billers cannot be understated.
Giving your consumers the ability to address their billing and payment needs on their time drives satisfaction and limits call center volumes. For White House Utility District, implementing the Paymentus chatbot was estimated to save their team 260 hours annually on handling billing and payment related needs. This reduction in call volume allows CSRs to focus on solving more pressing issues.
CHATBOTS CONNECT CONSUMERS & BUSINESSES
Along with 81% of consumers preferring self-service chatbots, 55% of consumers report that they are willing to interact with a business via chatbot to solve a problem. It’s easy to think of chatbots being useful for simple tasks, but this statistic proves that consumers are comfortable seeking solutions through an automated tool.
White House Utility District’s experience spells this out. “Discontinue Service” and “Restore Service” were some top-used phrases for customers interacting with their chatbot. This usage showcases the versatility of a chatbot for a billing organization.
CHATBOTS ARE AN ESSENTIAL RETAIL TOOL
Retailers and billers may operate in different ecosystems, but they are related in terms of consumer payment behaviors. For instance, consumers with a preference for eCommerce are often willing to make other payments through digital means.
What does the retail world tell us about chatbots? A lot.
Clearly, the everyday consumer is very comfortable with making a payment through a chatbot. Billers must take advantage of this by deploying a chatbot that makes it simple for customers to pay their bill on their time.
ADVANTAGES OF THE PAYMENTUS CHATBOT
The Paymentus chatbot gives billers an intuitive tool that can be easily deployed within their site. The AI-driven chatbot accepts payments following strict financial and compliance regulations, while also learning and improving its performance. Consumers cannot only pay bills, they can schedule payments, check balances and resolve account questions.
With consumer interest growing, billers have a unique opportunity to add an intuitive self-service tool that can save internal teams hundreds of hours in addressing customer needs. Contact us today to learn more about the benefits of the Paymentus chatbot within a comprehensive, holistic billing and payment solution.