It’s no longer just teenagers attached to their phones 24/7. Nowadays, you would be hard pressed to find someone who doesn’t have a phone in their hand or an arm’s length away. According to Pew Research in 2017, “About three-quarters of U.S. adults (77%) say they own a smartphone, up from 35% in 2011, making the smartphone one of the most quickly adopted consumer technologies in recent history.” With the number of smartphone users increasing indefinitely, reaching your customer base should be as easy as downloading an app.
Your customers have apps for social media, gaming and more. Statista forecasts that, “In 2022, this figure is projected to grow to 258.2 billion app downloads.” With so many apps, how can you make yourself stand out and get your message in the hands of your customers? Ensuring a consistent and easy user experience is the key to keeping your customers happy and making the most of your mobile interactions. Providing customers with a true omnichannel experiences means they should be able to start their journey on your website, receive a physical copy of their bill and end by making a payment on your app – seamlessly moving from one touchpoint to the next without interference or difficulty.
By adding a mobile app into your omnichannel communication strategy, you increase the reach of your brand and offer customers a new way to interact and engage, improving your brands visibility and your customers’ experience. The OSG Mobile App is a custom branded app offering your customers the ability to view and pay their bill or invoice with a click of a button. From actively engaging customers to driving brand loyalty, the mobile app improves customer interaction and grows your competitive advantage.
It’s time to mobilize your message and make your critical customer communications more App-ealing.
We’ve previously covered the marketing potential of the transactional document. With enhancements like dynamic messaging, it’s possible to transform a bill or invoice into a more personalized vehicle to send to the customer.
But the transpromotional possibilities of the transactional document now extend beyond the document itself. It is, in fact, essential to think beyond bills and invoices, to leverage data and employ other optimized channels that reach customers in new, additionally engaging ways.
What does that mean in practice? Imagine a Go Green message on a paper bill, incentivizing a print customer to switch to an electronic solution. That printed message can be modified and then delivered to through a customer contact center phone call, a text message, a social media ad, or an email campaign. By extending the “life” of the message, we can reach customers at the right time in their preferred channel.
The idea is to weave robust technology with powerful transpromotional marketing messages, to merge customers’ viewing preferences with your marketing initiatives, and to extend the life of your marketing plan across channels. The bill is just the beginning.
Contact us for more information on leveraging the power of your data and transactional documents.
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.
We should each have a flying car by now, right? If we were in the future people predicted years ago, we’d be zipping through the clouds to work. That idea is still alive and well, but as it turns out, the cars got into a different cloud first. They’re in our phones, roaming around inside of apps on their way to pick us up. Technology isn’t linear; it stretches and morphs on its way to the future. The same principle applies to billing technology.
The cry is always the same: “Paper is obsolete! Right?” The truth is, we’re not quite there yet. Electronic billing has been around since the ’90s, and for every paperless friend who scoffs at the idea that anyone would still receive an archaic hard copy, there are plenty more who still enjoy receiving paper bills in 2017, even if they ultimately pay online. (In fact, 21 million people change the way they pay their bills from one month to the next.*) What’s clear is that when it comes to transactional documents, there are many who want a mix of the past and the future, the paper and the cloud.
So, what’s next? When we developed the OSG Mobile App, we wanted to offer clients a tool that enhanced their billing and payment processes. Beyond the right-in-your-pocket ease it provides customers—many of whom use apps for a litany of other services anyway—the app also allows for interaction. It’s about functionality as much as it’s about convenience. Their customers don’t have to stare at static PDFs; there are functions that actually engage them. It also offers the client customization options that sets the company brand apart.
Most importantly, it leaves room for change. The app grows with the client, and with their customers. There’s no way to predict the future specifically, but leaving room for that growth is essential.
*Source: Eight Annual Billing Household Survey, Fiserv Inc., 2016
Communicating Across All Channels
The average person is exposed to over 3,000 messages per day—or more than 90,000 messages per month—and those messages are coming through a multitude of channels.
The good news is that even in today’s competitive marketplace, transactional documents are opened and read 95% of the time, with the longest “read” time (42.5 seconds) when compared to direct mail (15.2 seconds) or television commercials (19 seconds), according to InfoTrends.
With today’s customers using so many different channels (laptops, smartphones, tablets, good, old-fashioned mail), it’s imperative that your customer communications are sending the right message to the right person at the right time and through all channel options.
Offering cross-channel solutions in an increasingly “on-demand” environment means offering your customers the freedom and flexibility to decide which channel works for them today, while keeping an eye on options they may lean toward in the future. Although digital is an increasingly popular choice, you will always have some customers who will rely on paper. Whether it’s paper, email, mobile or web presentment, delivering cross-channel solutions across all touchpoints improves your member communications, heightens your visibility and enhances your image.