The Elite Billing and Payment Blog

What Are Chatbots? And How Will They Change Billing and Payment?

Posted by Brian Watson on Thu, Jun 13, 2019 @ 11:24 AM

That super-friendly customer service rep who just live-chatted you through a support request?  Don’t freak out, but there’s a solid chance that the person on the other end of that discussion might not have been a real, live someone after all.

With chatbot technology changing the way that companies can interact with customers – particularly in a service context – businesses of all sizes and specializations are jumping on board the bot bandwagon. 

Leading brands like Apple, Starbucks, Mastercard, and Spotify are now using chatbots to help consumers do everything from order food, to schedule rides, to receive personalized recommendations for nearly anything – all without human intervention. 

And the demand for bots – from both business and consumers – is growing. 

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Tags: Customer Service, Mobile Payment

Rethinking Patient Financial Communication to Better Fit Millennials

Posted by Brian Watson on Tue, May 03, 2016 @ 12:35 PM

They’re diverse, influential, and demanding.  They spend more time with media (9.5 hours a day on average) than most Americans sleep.  Growing up with Apple, Amazon, and Google, they have high expectations about user experience – and aren’t shy about voicing their displeasure when a business’ approach falls short.

And they’re ready to change the way you practice healthcare.

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Tags: Mobile Payment, Patient Friendly Billing, Online Billing and Payment

How to Optimize Your Billing Statements For Mobile In 3 Simple Steps

Posted by Brian Watson on Tue, Oct 27, 2015 @ 10:03 AM

Mobile phones have quickly become an indispensible communication tool for most Americans.

According to the Pew Internet Project, a near-universal 90% of U.S. adults now own cell phones – and almost two-thirds have already upgraded to a smartphone.  Not to mention smartphones are among the fastest-selling products in history – outselling PCs at a rate of four-to-one.

But phone ownership alone doesn’t adequately describe just how ingrained mobile phones have become in the lives of the average American. 

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Tags: Statement Design, Mobile Payment, QR Codes

The Perfect Online Payment Website for the Budget-Conscious Biller

Posted by Brian Watson on Wed, Apr 30, 2014 @ 07:32 PM

As a financial professional, one of your most important goals is making sure that your business is paid quickly.

Having ample cash on hand ensures your employees are properly compensated and bills are paid on time.  It’s also a key barometer for the health of business office operations.

And speed has always been one of the biggest advantages of online payment. 

Electronic payments eliminate the time it takes the USPS to deliver the customer’s return payment to your business office.  And time and employee productivity formerly spent manually scanning or inputting payment can be redirected to other important revenue cycle activities.

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Tags: Mobile Payment, Quick Pay

Why There’s No Such Thing as Too Many Payment Channels

Posted by Brian Watson on Fri, Aug 30, 2013 @ 04:42 PM

When was the last time you watched a network TV news program?

If you’re like a lot of viewers, it’s simply no longer part of your nightly TV routine.  Pew Research’s 2012 Excellence in Journalism Project reports that total audience size for network news programming has shrunk to less than half of what it was in 1980.

And yet, chances are you interact with some kind of news media every day.

According to eMarketer, the average U.S. adult spent 278 minutes a day watching TV in 2012 and another 173 online.  And at least some of that is probably dedicated to news, whether it’s though a network, a cable outlet, news blogs, or an aggregator like Twitter.

How exactly does consumer preference for accessing news relate to your billing and payment strategy? 

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Tags: EBPP, Statement Processing, Mobile Payment, IVR

5 Must-Have Statement Presentment and Payment Channels

Posted by Brian Watson on Fri, Jun 07, 2013 @ 01:16 PM

Heat, Spurs, the Finals.  For the uninitiated, that random jumble of words might not mean much.

But to hardcore basketball fans like me?   Manna from heaven; a particularly tasty NBA Finals matchup pitting two championship caliber teams - the Miami Heat (last year’s champs) and the San Antonio Spurs (a four-time title winner).  In the words of renowned sportsman Bart Scott… can’t wait.

And while both of those sides have their fair share of stars, you don’t get to the precipice of NBA glory without the glue guys: screeners, rebounders, gritty vets, even animated, towel-waiving benchwarmers.

In other words, both the Heat and Spurs are true personification of the word team: 13 guys coming together in the pursuit a single championship goal.

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Tags: EBPP, Statement Processing, Mobile Payment, IVR

A Simple Guide to IVR Billing and Payment

Posted by Brian Watson on Sat, Mar 09, 2013 @ 02:09 PM

IVR, or Interactive Voice Response, has been making big waves in billing circles lately.

A phone-based technology that enables computers to interpret and collect information from people through voice and key-tones, IVR isn’t exactly a new idea for seasoned billers. 

But it’s gotten a serious facelift in recent years. 

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Tags: Customer Service, Mobile Payment, IVR

14 Ways to Make People Hate Your Online Billing and Payment Portal

Posted by Brian Watson on Fri, Feb 15, 2013 @ 12:18 PM

Online billing and payment technology is improving quickly.  

The average billing website of today is more feature rich, easier to use and much better at collecting and processing customer payments than even the top options available a few years ago.

So it stands to reason that it should be getting harder and harder to provide customers with EBPP platforms that they actively dislike. 

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Tags: EBPP, Mobile Payment

How to Make Sure Your Mobile Payment Website Is Smartphone-Friendly

Posted by Brian Watson on Mon, Feb 04, 2013 @ 10:35 AM

Smartphones are seemingly everywhere these days.  Whether it’s around the office or in your favorite coffee shop, you probably don’t have to look very far to find someone tapping, dragging, and pinching away on their touch-screen. 

In this case, perception isn’t far from reality. The Pew Internet Project’s most recent report (published in December 2012) found that 45% of American adults now own a smartphone.  And that number grows with each new iPhone, Android, or Blackberry release.

What’s more, according to a 2012 Google Study, 81% of U.S. smartphone users access the web from their phone. 

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Tags: EBPP, Mobile Payment, Quick Pay

More Fearless 2013 Predictions: 5 Big Online Billing & Payment Trends

Posted by Brian Watson on Fri, Jan 04, 2013 @ 03:44 PM

Online billing and payment was a very hot topic among billers in 2012.

And for good reason.  After a slow-but-steady usage buildup, EBPP has finally started to gain significant acceptance among mainstream consumers (and businesses).  For example:

Fiserv reported that 53.4% of households now use biller direct online bill payment websites.  And 40.5% of households pay bills online via their financial institution (Both double-digit increases from 2010).

NACHA’s PayItGreen Research found between 30 and 40 percent of consumers receive online statements for a number of key major financial accounts (including checking, savings, credit, and debit accounts).

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Tags: EBPP, Online Patient Payment, Mobile Payment

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