In the digital age, customers want to be able to do things electronically. In fact, 81% of customers attempt to take care of matters on their own before reaching out to a customer service rep.
This is especially true when it comes to their utility bills.
A robust customer portal provides the perfect solution for customers who want to be able to access their account information, pay their bills, and report any problems they may be having, all from the comfort of their own homes.
However, just offering a customer portal doesn’t always mean that your customers will utilize it. If you want to encourage your utility billing customers to take advantage of a customer portal, here are 5 tips to get them on board:
1. Make it easy for customers to find and access the portal.
Your customer portal should be easy to find on your website. It should also be easy for customers to access their account information and pay their bills. In addition, you should provide clear instructions on how to use the portal.
2. Offer incentives for customers who use the portal.
Offering incentives for customers who use the portal is a great way to get them to sign up. This could include a lower monthly bill or a credit on their account.
3. Send notification emails to customers when their bills are ready to be paid.
Notification emails are a great way to remind customers that their bills are ready to be paid. You can also include a link to the customer portal so that they can easily pay their bill.
4. Make it easy for customers to report problems they are having.
If you have a customer portal, make sure it is easy for customers to report any problems they are having. This could include problems with their account or with the functionality of the portal.
5. Keep the portal up to date with the latest features.
You should always be working to improve your customer portal. This means adding new features and keeping it up to date with the latest technology.
How to get customers to use a Customer Portal and How to save money with a customer portal for Utility Billing
To get the most out of a customer portal for utility billing, it is also important to understand how to get customers to use it.
There are a few ways to create awareness and positive attitudes about customer portals:
Explain the benefits of the customer portal on your website, in emails and in newsletters.
Host a webinar or add a recorded video explaining the portal and how to use it.
Make the customer portal the primary means of communication for outage information and other important updates.
Promote the customer portal through social media channels.
Once customers are using the portal, there are a few ways to remind them how they can save money on their utility bills:
Compare the customer’s current bill with their usage history.
Show the customer how they can save money by using the portal to manage their account.
Compare the customer’s current rate plan with other rate plans that may better fit their needs.
Automatically generate monthly reports that show the customer’s usage history and spending trends.
Recommend energy-saving tips that can help reduce the customer’s utility bill.
Utilities can do their part, but customers must also be willing to participate and make use of the customer portal. By following these five tips, your utility billing customers will be more likely to utilize your customer portal and reap the benefits it offers.