Is your bill experience costing you?

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More than ever, customers want reliability, transparency, low costs, and effortless interactions with their utility providers. In most cases, the bill experience is falling far short of customer expectations and needs. In fact, the bill experience is often working against the utility provider, adding costs and demand on resources.

Action taken by customers when bills are unclear

When utility bills are unclear, over one-third (34%) of customers call customer service, while over 60% opt for digital support channels, such as email and web chat. Plus, some customers use multiple channels to resolve their confusion.

Action taken by customers when bills are unclear

Source: The Pace of Digital Evolution survey

This demands resources, cost, and effort that you could be spending on other customer experience gains, such as helping customers through hardship, managing service outages, or new innovative products and services. It’s also valuable time and effort customers could be spending on the things they value most.

Understand the cost of customer bill confusion

Drive down cost to serve, empower your customers, encourage a greener future

Utility providers can optimise the bill experience to improve guidance, empathy, educate and empower customers, to improve customer experience, build brand trust and reduce cost to serve.

Improve customer support in times of hardship
Reduce the demand for low-value customer support
Drive the right customer payment behaviours
Improve customer advocacy and retention

Effortless bill experience. Time for everything else.

We know that a meaningful bill experience carefully balances all the technical and regulatory needs with your business goals and optimum experience. Creating the optimum bill experience takes expertise in behavioural science and user experience design. It means making complex delivery simpler to implement and manage by empowering staff and customers with self-serve tools and content management platforms.

And you'll find all of that in our team of communications consultants and utility experts, who collaboratively work with you from strategy to delivery, so you can unlock time for more of what matters at work and in life.

“Computershare allowed us to easily achieve a new bill design that reflects industry best practice, the needs of our internal business stakeholders, and our customers.”

Ian McKensey, Manager Retail Services, Hunter Water