Your organization depends on customers paying their bills on time.
Yet, around 9% of all customers say they experience problems understanding or paying their bill when they contact a customer center.
Additionally, customers are 35% more likely to be dissatisfied than they would be in an average conversation.
The best thing you can do to minimize customer conversations related to payment is to continuously share knowledge about these conversations with other departments. This way, your finance or IT department can quickly react if customers experience technical errors or if several customers are having payment difficulties.
