What’s Keeping You from Going Paperless?

Companies around the world are eagerly promoting their paperless options, championing the benefits of digital communications over traditional paper methods. Some, like Citibank, are even testing pilot programs that effectively force customers to choose paperless or risk losing access to their online accounts. Companies love the paperless approach and digital documents are gaining traction among customers, yet not all consumers are enthusiastic.

Why is there resistance to ditching paper bills and statements? Is there a lack of faith in the companies' claims, or are the benefits of going paperless simply not resonating with consumers? Are billers just not making it convenient enough to convince customers to make the switch? This article aims to present an understanding of the reasons behind this hesitance to embrace a thoroughly digital world. 

1. Technology Barriers: Not everyone is tech-savvy. Making the switch to digital may be daunting for some, particularly older generations, more comfortable with traditional methods.
2. Security Concerns: In an era of increasing cyber threats, many people are wary of digital platforms, fearing their personal data may be at risk.
3. Reliability: Physical bills provide a sense of certainty that an email may not afford. There’s no worrying about misplaced emails or lost data with a hard copy in hand.

Could these be the reasons behind the ongoing love of paper? Let's delve deeper to fully understand the resistance to going paperless and explore a different approach.

Paperless Concerns

One concern consumers have about going paperless is the fear of losing important documents. Many people worry they may accidentally delete or misplace digital bills and statements, leading to potential financial or legal consequences. Though most companies offer customers an archive of past documents, this concern is valid. Consumers are at the mercy of the company that may keep documents for only 12 months. Customers who need access to older items may be out of luck.

Another concern voiced by consumers is that paperless communications are less secure than traditional paper documents. Experience with data breaches at national brands and ongoing news reports about bad actors may fuel this apprehension about digital documents. Billers are quick to point out that the average street-side mailbox has no security and makes paper more susceptible to theft, loss, or damage.

Part of the challenge in getting customers to trust digital document delivery may be a gap between what companies think about customer trust and the level of comfort customers actually feel. According to an article in Fast Company, executives at 90% of surveyed companies believed their customers had a high degree of trust in their companies. Only 30% of the customers agreed. Customers wary of a company's data security assurances may be cautious about relying on critical digital communications with them.

Some consumers may also suppose that going paperless means they will lose control over their personal information. They worry they will be bombarded with spam emails or targeted with unwanted advertisements. Companies probably won't share your information with outside entities, but they may use your email address for their own marketing purposes. Note that consumers should always be able to opt out of such communication.

Digital fatigue could also be a factor. In a survey quoted by Branding Strategy Insider, 60% of Centennials (Gen Z) felt overwhelmed with the amount of information they deal with daily. These consumers, born between 1997 and 2012, are used to interacting with the world via digital channels. They may opt for paper documents because the digital document choices available to them are too difficult to manage, adding to the digital clutter that affects their lives.

When consumers must deal with notification emails, usernames, passwords, two-factor authentication, and security questions for dozens of companies that send digital documents, managing online relationships becomes a burden, not a convenience.

Finally, consumers may believe that going paperless is not as environmentally friendly as companies claim. They may assume the energy consumption associated with digital infrastructure outweighs the environmental impact of paper production. Some companies that made outlandish environmental claims have been forced to discontinue the process known as "greenwashing".

A Better Alternative

Consumers who have resisted converting to paperless documents because of the reasons listed above can now choose to eliminate the paper while adopting a free alternative that removes the barriers that have been holding them back. Customers are not limited to the take-it-or-leave-it options the billers offer. 

Consolidated billing from Cubby Paperless is a new way to manage bills, statements, insurance claims, and other documents you may currently receive via the physical mail. We gather all your documents from various companies and put them in one central location, making it easier for you to keep track of everything. 

• Save time and lessen the confusion that comes from managing multiple accounts on different sites. Your documents are all delivered to one secure location, eliminating the need for separate logins and passwords.
• Because Cubby is a single consolidated site, you have less chance of missing a bill. This mitigates the risk of late fees associated with forgetting a due date in the chaos of receiving multiple separate bills.
• Cubby will keep your documents longer. You'll no longer be at the mercy of billers who only save the last 12 months of activity.

If you have yet to take the leap into digital document delivery because you have concerns about how it is normally done, check out Cubby Paperless and see the difference.