4 Reasons Why Customers Don’t Like Paperless Billing (And How You Can Change Their Minds)

Electronic billing and outsourced mail services have become much more popular for businesses over the last few years. Customers often seek out companies or services that offer electronic invoicing because they make paying bills much faster and convenient. Many people also love the fact that electronic invoices are undoubtedly better for the environment than traditional paper billing. Still, you’re bound to have some customers who aren’t enthusiastic about making the switch to electronic billing. You’re likely to hear these four reasons, among others, for their dislike of electronic invoices. But in order to convince your customers or clients to give e-billing a try, we’ve also provided some ways for you to turn those cons into pros:

  • “I have too many passwords to remember already!”
    It’s true that we’re all tasked with remembering countless passwords for our numerous internet-based accounts these days. And because you’re encouraged to use a different password for each account to promote better security, recalling each password can be difficult. One way to off-set this is to provide excellent customer service and a website that’s easy to navigate in case a user forgets his or her password. Having safeguards like security questions and password recovery via e-mail, text message, or phone call can also be a big help. You may also want to highlight the security that these passwords provide, as well as any other services that might be an incentive such as identity theft protection.
  • “But I want a physical copy of my bill!”
    Although many customers love the convenience of receiving a bill in their email inbox rather than their mailbox, for some people, old habits die hard. Balancing the checkbook or keeping track of multiple household bills can be harder for some folks when bills are split between paper and electronic. Signing up for electronic billing usually means customers will no longer receive a physical copy of their bill, but you can consider allowing customers to download a PDF version of the monthly bill to print for record-keeping. You’ll also want to replicate the look and feel of a paper bill with your electronic invoice. These tactics can help bridge the gap and can make less technologically savvy customers more comfortable with the idea.
  • “If I don’t have the bill in front of me, it’s too easy for me to miss a payment!”
    Electronic billing allows customers to pay for goods and services much sooner, but some end up forgetting to pay. The best solution is to offer customized options for payment reminders. That way, customers can sign up to receive an email or a text message when their unpaid bill is a set amount of days from its due date. Since electronic billing usually takes at least one or two business days to process payment, having an option for a five-day reminder often works well.
  • “But I don’t like change!”
    For many people, especially older folks, being forced into a big change can be frustrating and confusing. Having to navigate a whole new system while paying and keeping track of finances online can be daunting. A lot of companies continue to offer traditional billing and printed mail services to appeal to those who may be displeased by the thought of paperless billing. Allowing customers to opt out of e-billing is one way to have a widespread appeal, but you can also provide incentives for signing up or highlight all of the ways an electronic billing service can benefit them. You certainly don’t want to alienate existing customers, but you can use this as an opportunity to engage and educate them about how e-billing can help them keep track of their bills more efficiently.

If you want to find out more about outsourcing your print and mail services or switching your company over to an electronic invoicing service, please contact us today! We’d love to help your business become even more productive and successful.

2017-12-20T05:50:28+00:00October 31st, 2016|Electronic billing|