Online payments are more fast, convenient, and scalable. However, consumers may not be aware of option to pay online or the benefits of switching to online payments.
As collection firms look for ways to scale operations while maintaining efficiency, encouraging consumes to pay online becomes essential. There are a variety of ways to educate consumers and drive more online payments. Here are some effective strategies.
1. Include links in emails and text messages
Send email and SMS reminders that highlight the online payment option. These messages can include direct links to the payment page and emphasize the convenience and security of paying online, especially when reminding consumers about upcoming or overdue payments. This method is quick and provides instant access to the payment option.
In your emails, consider using icons, buttons, and bold text in letters and emails to draw attention to the online payment option. The visual emphasis can help ensure that the information is noticed. Don’t overdo it—your emails shouldn’t appear spammy. Make sure to get the appropriate consent to communicate and include an opt-out mechanism in each message.
2. Provide payment portal details on your firm’s website
Many consumers will search for your firm’s website before reaching out directly via phone.
Make it easy for consumers to find online payment details when they visit your firm’s website. Consider using banners, pop-ups, or dedicated sections on the homepage. You can also include a detailed FAQ section that explains how to pay online, including benefits and step-by-step guides.
3. Add instructions to your call center and customer scripts
Train call center agents to mention the online payment option during every interaction with a consumer. When consumers contact customer support, agents can mention the online payment option as the quickest and most convenient way to resolve their debts. If needed, agents can guide consumers on how to use the portal to set up online payments.
4. Include details in your letter campaigns
When you generate letters to mail to consumers, include details about your online payment option. Motivate consumers to opt to pay online by highlighting the convenience and security of online payments.
Showcase advantages like faster processing times, scheduling recurring payments, and the ability to access payment history. You can include inserts with step-by-step instructions, URLs, and QR codes to make it easier for consumers to make online payments.
5. Customize your IVR
If you use an IVR system for incoming customer service calls, include an option that informs callers about online payment methods. The IVR can guide them to the website or send a payment link via text.
For instance, when consumers call the agency, the IVR can immediately present an option that informs them about the convenience of paying online, such as “Press 1 to receive a link to our online payment portal.” Sending a text message with a direct link to the payment portal makes it easy for consumers to access your payment portal from their mobile devices. This option could be offered early in the call flow to ensure visibility.
6. Create educational videos and tutorials
Create short, easy-to-follow video tutorials that walk consumers through the online payment process. These videos can show the step-by-step process of making an online payment, highlighting the simplicity, security, and convenience of paying online.
You can post these videos on your websites, social media platforms, and YouTube channels so that they’re easily accessible to consumers. Links can also be included in emails and SMS messages. By breaking down the process visually, these videos can clear up any concerns or confusion consumers may have about paying online, encouraging more of them to pay online.
7. Partner with your payment processor
Consider partnering with your payment processor to co-creating marketing and informational materials that highlight the benefits and ease of online payments. For instance, you can collaborate to create branded content like flyers, emails, and website banners.
A payment processor like HealPay can help you integrate secure payment links or QR codes directly into communications you send to consumers, making it easier for them to access your payment portal. By leveraging your processor’s expertise and technology, you can ensure your messaging is consistent, professional, and effectively reaches consumers.
By using these strategies, your firm can increase consumer awareness of online payment options, making it more likely that consumers will take advantage of this convenient method.
