To be frank, paying a bill is never going to be exciting for a customer. What it can and should be is convenient, simple, and seamless. Customers receive 4.1 pieces of transactional mail per week. The payment structure needs to fit within their framework, to feel like it’s tailored to them specifically. It seems like paying electronically would be the obvious choice. We are in an ever-expanding digital landscape where so much of our lives are tied to online interactions and transactions.
But these are bills and habits are tough to break. This brings us to the essential—and perennial—question: How do you get someone perfectly satisfied with their service to switch from paper bills to e-billing? You incentivize, and those incentives must be good. Here are three.
- Offer a discount.
Offer e-billing as part of a discounted service plan. It’s concrete and uncomplicated. It requires no effort on their part, but the difference will be noticeable.
- Enter them into a sweepstakes.
Nothing like a prize to sweeten the pot. Try a major gift card or the latest gadget (we are pushing e-bills, after all).
- Tie in a charitable cause.
Present customers with the opportunity to give back in some way. This could be something as straightforward as a tree planted for every customer who signs up for paperless billing.
Remember that once the customer switches, the service must be on point. Ultimately, the best incentive is having the best solution.
When you’re trying to reach customers with an important message, time is of the essence. A self-service program that simplifies the process is key to streamlining communication. OSG Letter Composer is just that.
Using an online composition tool, you can customize and edit customer letters, regulatory notices, collection letters, and other personalized communications. Because you’re in control and driving the process, you don’t have to wait for approvals. Upload the content into the program yourself and go from there.
While content is king, design is crucial to effective communication. Letter Composer allows you upload your logo and other branding elements to create consistency in messaging, the thing for which every company should be striving. Anyone in your office can use the program, and it will make your company’s brand and messaging look more composed.
Make the letter creation process easier, and deliver customer communications more effectively. Contact us for more information.
With data showing that transactional documents are increasingly being used as promotional tools, it’s a good time to revisit some basic marketing practices. Here are some insights straight from the OSG Creative Studio.
- Make your message strategic.
We’ve mentioned before how important it is to use data to create dynamic messages. When you have real insight into your customers’ needs and patterns, the endless marketing options become more tailored and, ultimately, more effective. Use a paper bill to push the switch to e-bill. Up-sell or cross-sell one of your services. Offer an enticing promotion. Just make it count.
- Then make it pop.
Size the message properly, incorporate color, and avoid information overload. Less is more.
- Don’t disrupt the flow.
No marketing should disrupt the clarity of the bill or invoice’s key elements. Make sure the framework is there, so the message doesn’t add confusion. You might even consider upgrading your entire invoice package with envelope messaging or an additional messaging page.
The term “data-driven” is becoming increasingly ubiquitous across industries, and with good reason. All marketing should be data-driven. Creating targeted messages that reflect and anticipate the needs of your customers is crucial. As we’ve said before, when contact is frequent, as it is with invoicing, the messages must be timely and relevant.
A newer customer may simply have different needs than one who has been with you for seven years. Someone already using one of your products shouldn’t see a promotion for it. Investing time in personalized incentives is worth the effort. It keeps your messaging fresh and shows your engagement in the full customer lifecycle.
With tools like OSG Campaign Composer, you can segment your customer base to analyze customer trends and history, avoiding these kind of oversights. Once you’ve set the filters and created your campaign, you can select which segment receives specific dynamic messages, envelope messaging, and inserts.
It’s also worth the effort to consider how the message is being received by the customer. In our omni-channel world, content and the technology that deploys it have to be working hand in hand.
The data keeps rolling in—you have to roll with it.
Outsourcing your transactional communications can have a powerful effect on your business and its bottom line, whether you opt for an EBPP solution or traditional print and mail. Here are three specific reasons to do it.
- Free up your employees’ time.
Billing can be a complex process. Using a single-source provider for all your billing and communication needs eliminates the internal day-to-day tasks that bog down employees. They can use their productivity and passion in different ways while we streamline this process.
- Benefit from the latest technologies and operational experience.
Digital, print and mail, mobile: Offering those channels isn’t enough; they must be optimized. At OSG, we use programs like MailTrek to monitor inbound and outbound mail, which improves the efficiency of your collection efforts (and ultimately saves you money). We offer dynamic messaging, which turns invoices into marketing tools and engages customers month to month.
Our solutions are also practical. With production facilities across the country, our distributive print process guarantees a quick turnaround time.
- Move into the future with us.
As technology continues to evolve, customers are going to expect an omni-channel experience—an unbroken stream of access to their information. Through new acquisitions, more robust printing processes, and additional digital solutions (i.e. OSG Letter Composer), we’ve positioned ourselves to move with customers as they engage with the world. Because this is ultimately about more than billing—it’s about communication.
It’s almost a new year. Let’s talk strategy.
As 2017 winds down, it’s a good time to think about the small marketing messages you can send to customers that will help you finish the year strong and begin the next one on the right foot. Start with something simple: Happy New Year.
We realize you might not want to send out a separate card or write a clever note. That’s not necessary—just use your envelope. Our Full Color Envelope Messaging℠ allows you to print a full color New Year’s message right on the outer envelope of your invoice or statement package. You can even add an image for more impact. Since research shows that customers are more likely to open an envelope with color on it than one without, you get the benefit of knowing they’re nearly guaranteed to see both the greeting and the invoice or bill.
OSG’s Dynamic Messaging is another way of reinforcing your brand and messaging on the invoice itself. We’ve gone over the many benefits of that before, but as January approaches, consider how we can help you use it effectively throughout the next year.
It’s all about the data when it comes to customer communication.
Data tells the story of your customers and outlines what information you should be sharing with them. This is particularly important regarding the marketing messages you include with bills and invoices. When contact is frequent, the messages must be timely and relevant.
Data also tells the story of what’s already worked in with your previous messaging. Why send a “Subscribe Today!” message to a customer who just signed up? Why push a product to a people already using it? Analyzing customer trends and history is crucial. You should also be able to make timely updates based on that information.
OSG Campaign Composer is a data-driven application that allows you to segment your customer base. It’s designed so you can filter specific data to send one-to-one marketing messages that make sense. It exists to complement your invoicing or billing packages, to enhance marketing capabilities, to and make communication specific and targeted.
Here’s how it works:
- Define the filters.
A filter is set for one or more conditions you apply to your data to identify which accounts will be targeted by a campaign.
- Create the campaign.
Build the message that will target those specific customers.
- Create the package.
The package selects a segment of your customer base to target. It also specifies which dynamic messages, envelope messages, and inserts that segment should receive.
Another crucial feature: this application is timely. You can update the messaging at any time, ridding invoices and bills of stale, tired content. You can also send an endless variety of messages and cross-sell and up-sell products more effectively.
It’s essential to be using your data in a way that makes sense and brings you the biggest return. Your customers aren’t all the same. Why not try something different with them? Read more here.