6 Essential Features for a Better IVR Payment System
Paying bills may never be customers’ favorite activity, but reducing friction points during the bill-paying process can get your invoices paid faster. In fact, Millennials report they are more likely to prioritize paying bills that are easy to pay before taking care of those that are more inconvenient.
Unfortunately, more than half ( 52% ) of consumers report experiencing at least one pain point when paying bills, and 29% encountered multiple issues. Top bill-paying complaints include log-in frustration, authentication issues and a lack of autopay options. By creating convenient payment options for your customers, you improve their overall experience, which can lead to collecting more on-time payments.
One way to conveniently accept payments is with a thoughtfully designed interactive voice response (IVR) payment system. IVR payment systems use Voice over Internet Protocol (VoIP) technology to guide customers through the payment process over the phone. These systems are a convenient, efficient and secure method of taking payments that benefits both customers and merchants. However, poorly designed IVR payment solutions increase customer frustrations instead of reducing them.
So what should you look for in an IVR payment system so you can improve your business and avoid any pitfalls? Read more to learn the 6 key features the best IVR systems have that improve the payment experience for customers.
Benefits of Offering IVR for Payments
Customers expect the payment experience to be quick, convenient and secure. Quality IVR services meet all three of these expectations. Customers may also expect merchants to offer an IVR payment option; according to a 2022 survey of more than 2,100 online bill payers, 26% had paid a bill via an automated phone system within the past year.
The IVR payment process is:
Fast: By using an automated IVR payment system, customers don’t have to wait to speak with a live agent. The average IVR payment call takes about three minutes . This can be significantly faster than other payment processing options, such as finding the merchant’s payment portal, logging in and resetting a password after multiple failed login attempts or waiting on hold to speak to an agent to complete a payment.