A new year means new trends. 2019 is in full swing and the eBilling growth we saw in the past year is not slowing down. From mobile connectivity to employee experience, we’ve gathered the top six major trends we expect to shape (or reshape) the eBilling landscape.
- Mobile Mobility
Your customers are on the move and they expect the companies they do business with to be moving with them. According to Statista, “The number of smartphone users is forecast to grow from 2.1 billion in 2016 to around 2.5 billion in 2019, with smartphone penetration rates increasing as well.” With the number of smartphone users growing exponentially by the day, it comes as no surprise that the mobile experience is one that is here to stay. OSG’s Mobile App enhances your billing and payment process by putting everything your customer needs in the palm of their hand. It’s time to stay connected with your customers – wherever they go.
- All About AI
The old mantra “artificial intelligence will take over the world” can still be heard ringing out from old movies and TV shows. But in 2019, gone are the fears of an AI takeover, and in its place stands a widespread acceptance and onboarding of AI in companies spanning all industries. AI has grown to manage tasks ranging from customer interaction to data analysis and interpretation. By integrating AI capabilities, companies gain insight and accessibility to real time improvements in processes across departments. 2019 is just the beginning for artificial intelligence and the roles it can take on.
2018 saw the beginnings of this trend as companies fought to differentiate their content and capture their customers’ ever-wandering attention. No longer are customers inundated with mass emails promoting a blanket product or service. In fact, according to the Marketing Insider Group, “78% of U.S. Internet users said personally relevant content from brands increases their purchase intent.” In keeping up with this customer expectation, brands now use customer data to specifically target their habits and preferences, making each engagement relevant to their lives. OSG Campaign Composer uses customer data to target your critical communications and create a hyper-personalized experience for each customer.
- Employee Experience Builds Customer Experience
Customer experience has been a hot topic for years now. Companies have long focused on what it takes to keep a customer happy and how to create a positive experience at each touchpoint. But in reality, happy customers come from happy employees. Essentially utilizing the trickledown effect, employee experience focuses on creating a positive culture and employee journey to create a positive customer experience down the line. After all, you can’t offer service with a smile if your employees aren’t smiling.
- Data-Driven Everything
In today’s technology-laden world, data drives everything. Whether it is relaying how a customer wants to receive their bills or highlighting which products your customers would most likely want to take advantage of, data is being used to create seamless experiences and improved products and services. Using data to drive each and every decision ensures your brand is making the smart choices that will benefit your company and keep your customers satisfied.
- Customers Take the Wheel
It’s no secret that customer expectations have shifted drastically in the last few years. With such a wide variety of companies and products for customers to choose from, brands have lost the upper hand. Customers have sensed the shift and now view themselves as partners in the process and aim to be treated as such. With this move in customer perspective, brands have been forced to redesign how they interact and communicate with their customers. In looking ahead, it will be up to the brands to keep growing positive customer relationships by listening to the needs and expectations of their customers in order to provide the quality interactions customers crave. It’s all about knowing your people and providing what they need.
Predicting the future of eBilling is a task for only the clearest of crystal balls, but these trends are sure to influence how the next year takes shape – and OSG is ready.
Customer communications need to be timely, because time is money. There’s urgency even in the minor transmissions, which is why it’s a no-brainer to seek assurances that production of these communications is quick, fluid, and uneventful. There must be options and back-up plans in place. With key business matters, more of the same is better.
OSG now has 630,000 square feet of space in nine strategic locations across the country. This is advantageous for several key reasons, and part of a longterm business continuity strategy that offers greater guarantees to our customers.
- Quick Turnaround Time
With nine production facilities that operate on a 24/7/365 production cycle, we can guarantee a 24-hour turnaround time.
- Disaster Recovery Options
This is a rare instance where redundancy is a good thing. Imagine a power outage or internet issues. The redundant configuration of our production systems and the identical, standardized processes throughout each facility ensures that your data is secure and your service is not disrupted in these instances.
- Postal Optimization
We offer mail delivery anywhere in the country within 1.5 to 3 days by mailing out of multiple facilities. We also have on-site postal coordination across companies.
We’ve built a cross-country framework that has the speed and protections that are non-negotiable when dealing with transactional communications. As they say: location, location, location (times three).
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.
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.