Billing and payment issues act as a top driver of inquiries to customer service centers. Some issues repeat repetitively and are easier to resolve like customer profile changes or subscription cancellations. However, some inquiries are much harder to understand and handle such as an unexpected charge or first bill. Often, the greatest challenge is resolving the customer’s billing inquiries in an automated manner.
Undeniably, poor billing practices can drive away customers. According to a research, billing issues are so widespread that as many as 77% of customers have experienced some form of a billing problem, with two-thirds stating they would consider, or definitely switch providers, when one arises. It clearly indicates poor billing practice isn’t an issue businesses can just sweep under the carpet.
Billing Inquiry Microjourney:
A Microjourney is a single process that promptly allows business outcomes for multiple stakeholders across channels.
World leading low code automation software Pega’s Customer Service plays a vital role in understanding the Billing inquiry Microjourney to resolve customers’ inquiries. It helps customer service representatives (CSRs) answer the most common issues customers have when calling in about their bill. CSRs can use billing inquiries to efficiently compare changes line by line for any two billing periods.
Billing inquiry Microjournery gives important features such as previews of the next bill, explanation of taxes, summaries of billing changes, contextual information on hover, and indicators for one-time charges. All these features help you to resolve billing questions in an automated and quick way.
How Billing inquiry Microjourney in Pega Customer Service Helps Business?
- The Billing inquiry case helps CSRs save time by bringing together all key customer billing details on a single screen.
- Billing inquiry is a popular call type for communication companies and approximately represents about 50% of total call volume.
- Companies can reduce call center AHT by using billing inquiries to overcome the friction CSRs encounter in supporting customers on billing inquiry calls.
Billing Inquiry Microjourney is available in web self-service channels
With Billing Inquiry Microjourney web self-service, customers can open a payment inquiry when they get a notification of a particular payment transaction. That notification holds the complete details of payment received by the bank. They can review the notification and identify missing data if any. When the customer uses the bank’s self-service channel to request a payment inquiry, the probable inquiry reason is prefilled.
If you want to resolve billing inquiries quickly in your business, you must consider the Pega Customer Service to resolve Billing Inquiry Microjourney. To implement this service successfully we at Crochet Technologies can help you. We are a Global Information Technology (IT) Services and Solutions company and offer end-to-end services from business consulting, development, design, and managed support in Pega space.
Crochet has worked with many leading banks and financial firms. Our hands on tech teams are experts to understand the specific requirements of a business and serve them in the most relevant solutions.