4 Ways to Make it Easy for Customers to Go Paperless

It seems like a no brainer. In today’s digitally connected world, the benefits of managing bills online are clear. Yet a significant group of consumers still refuse to make the switch from paper to e-bills.

If you’re struggling to convert your customers, it’s time to consider some options to nudge them over the finish line. Both of you can enjoy the convenience that comes from a central online bill management service.

What’s the Message?

First, let’s focus on the message. Some consumers still believe paper is more secure and generates a better tracking system for transactions. That’s not true. Most information that travels via email is secure and protected by firewalls and sophisticated authentication methods to keep sensitive documents out of the wrong hands.

In fact, one can make a strong case that emails are safer than snail mail. An email contains a direct digital link that moves through fewer steps. In contrast, a piece of mail travels over several miles and is handled by dozens of people before being deposited in a home mailbox.

Email is mighty convenient on many levels. Consumers can view and pay bills anytime, anywhere. Reminder notifications ensure customers do not forget to pay their bills. Transaction histories are easily available for safe record keeping. There’s no need to manage, store, and dispose or recycle extra paper. There’s no fear of losing the bill or a need to search through piles of paper to find a missing electric bill. And consumers still retain control over their transactions.

What to Do?

The key question, then, is how do you convince consumers to embrace e-bills?

The good news is most consumers are probably already used to electronic transactions. They likely order many things from websites, send money to their kids, and even pay their bills online, even if they receive them on paper.

Despite all this digital experience, it’s still important to educate. Don’t assume everyone knows the benefits of e-billing or has even spent time considering their choices about how they can access their bills. Switch your customers away from paper by addressing these four areas:

1.       Multi-channel Awareness

Create an awareness campaign stressing the benefits of e-billing. Use a multichannel approach that includes mail, call centers, websites, walk-in payment centers, social media, and mobile. It’s important to find out where your clients are and be there to speak to them. Communicate frequently with consistent messaging across all platforms.

2.      Easy Conversion

Make it easy to convert to e-billing. Just like any other change we adopt, the first step is the hardest. Switching to e-billing should be done with as few clicks as possible. Instructions must be clear, and all the links must work.

3.     Reassure Customers

Promise customers they’re still in control. E-bills should look as much as possible, like the paper ones they’re replacing. There should be an easy option to print and archive the bills or statements so customers can make a comfortable transition. Agree to reinstate paper if customers insist (but ask for feedback about their dissatisfaction with the paperless experience.)

4.     Offer Choices

Not everyone loves the biller-hosted e-bill solutions most organizations already offer. Logging into a customer portal to view and retrieve bills seems simple, but consumers find it cumbersome to initiate interactions with dozens of companies. They would like to have more control over their online experience. For these people, an alternative paperless approach may be more appealing.

A simple solution like Cubby Paperless makes transitioning to e-bills easy and convenient. The platform is free for consumers, a benefit that should resonate strongly with them.

Cubby is an online digital filing system that alerts consumers when their bills are ready and stores them in one central location. The system is simple for customers to sign up with just a couple of clicks and does not require them to share their account login information. The data is searchable and simple to access, and keeps records for years, building a comprehensive statement history.  

Change can be difficult. But if you educate your customers properly and offer them an effective system that makes their lives easier, the transition will go more smoothly.