Steve's Experience
Home
Contact
CSG XPONENT IN ACTION
A better digital payment reminder experience
Experience It
Steve's Experience
Home
Contact
Enter Steve's Payment Reminder Experience
Steve gets a personalized communication via SMS that a payment is due.
SEE HOW
Customer Profile
After missing the initial due date, he receives multiple reminders and engages with the brand.
SEE HOW
Name: Steve Customer Since: 2023 Status: Good payment standing Accounts: Wi-Fi, cable, and family cell phone plan Permissions: SMS, email, phone Digital Channels: SMS (preferred), App Automatic Payment: No
SEE HOW
Steve changes the payment date and agrees to autopay.
GO BACK TO STEVE'S EXPERIENCES
Level 1
Level 2
Level 3
STEVE RECEIVES A PERSONALIZED COMMUNICATION
Steve's Billing Communications
In the days leading up to the payment due date, friendly reminders have been sent via SMS, as Steve is typically a good payer. SMS is also his perferred mode of communication.
Eventually the due date passes and Steve gets flagged as a late-payer.
Steve now receives an SMS and Email reminding him to make a payment.
GO BACK TO STEVE'S EXPERIENCES
Level 1
Level 2
Level 3
STEVE RECEIVES A PERSONALIZED COMMUNICATION
How did we decide to contact Steve?
Do we have permission to send an SMS?
Yes
No
Decisioning is used to determine
which channel to communicate on,
balancing severity of late payment with permissions
and preferences.
Does Steve have the app for a notification?
Do we have permissionto call Steve?
Do we have permission to contact Steve?
No
Yes
Yes
No
The provider prioritizes a combination of SMS and email for Steve because this is his preferred mode of communication and has his highest response rates.
Do we have permission to email Steve?
Yes
No
GO BACK TO STEVE'S EXPERIENCES
Level 1
Level 2
Level 3
STEVE RECEIVES A PERSONALIZED COMMUNICATION
Access the data you need to make the best decision
CSG Xponent makes decisions using Steve's profile, accounts, behaviours
and status to provide the most relevant options in the communications that he receives.
Offers Should Steve receive an offer for a new cell phone?
Channel Analytics Did Steve open his previous SMS notifications?
Yes
Yes
No
No
Payment Status Is Steve past 15 days outstanding for his payment?
Customer Profile Did Steve recently make an update to his payment preferences?
Yes
No
Yes
No
Channel Analytics, Campaign Management + Contact Center Software
GO BACK TO STEVE'S EXPERIENCES
Level 1
Level 2
Level 3
STEVE RECEIVES A REMINDER
Steve receives a reminder
With no payment scheduled and with no engagement from Steve after several days, the organization begins to engage him in new ways.
Automated outbound calls are scheduled to engage Steve using the same tone and style as the SMS and email did earlier, but they did not result in a payment.
A couple of days later, Steve visits the website or app to update his address. The chatbot pops up, offering help with the late payment, a self-service portal link, and an option to speak to an agent.
Steve chooses to speak to an agent. The agent's system updates in real time, so they offer Steve with help making a payment, understanding his context.
GO BACK TO STEVE'S EXPERIENCES
Level 1
Level 2
Level 3
STEVE RECEIVES A REMINDER
Actions are prioritized based on relevance, touchpoint and empathy
Score
Interaction Data
Customer Data
Rules and Logic
Model Scores
External AI
A/B Testing
Auto-Pay Offer(Offer)
Fiber Plan Upgrade(Offer)
Fee Waiver(Product)
Credit Card Promotion (Offer)
Update Payment (Data)
New Business Account (Product)
GO BACK TO STEVE'S EXPERIENCES
Level 1
Level 2
Level 3
STEVE RECEIVES A REMINDER
How did this decision get made?
Hover over each number to reveal learn more
Marketing Systems
Account Data
Self-Service
Customer Data
One unified tool to understand full customer context
Contact Center
Interaction Data
Single set of relevant decisions for the customer
Journey context,rules and model scores
GO BACK TO STEVE'S EXPERIENCES
Level 1
Level 2
Level 3
STEVE CHANGES PAYMENT DATE AND AGREES TO AUTOPAY
What's next?
Looking ahead, Steve doesn't know when, why or where he will next interact with his provider--but feels that when he does, it will have his best interest.
The business has some goals for Steve, and is confident that its next interaction or outreach with him will be timely, highly personalized and relevant.
GO BACK TO STEVE'S EXPERIENCES
Level 1
Level 2
Level 3
STEVE CHANGES PAYMENT DATE AND AGREES TO AUTOPAY
Real-time Decisions
Next Best Action
Omnichannel Profile
Journey Context
Score
With the issue resolved, the next best actions are re-prioritized.
Outbound communications consider all of Steve's data and context to be more relevant. Inbound interactions continue to be contextually prioritized and relevant.
Account Benefits(Product)
Go Paperless(Loyalty)
Fiber Upgrade (Offer)
Streaming Plan (Product)
Partner Rewards(Offer)
Survey (Feedback)
GO BACK TO STEVE'S EXPERIENCES
Level 1
Level 2
Level 3
WITH THE ISSUE RESOLVED, WHAT ARE THE OUTCOMES?
How much more likely is someone tostay with your business when you show them you understand and care, and help them solve their problem?
What are the outcomes?
Reduced need for expensive outbound agent calls to collect late payments, resulting in cost savings.
Reduced attrition risk by getting Steve to sign up for autopay and providing transparency in communications related to late payments.
By creating a better, more empathetic experience, you will have an improved brand equity.
Steve's Experience
Home
Contact
Thank you!
Let's discuss how this use case can fityour needs.
LEARN MORE
Xponent Late Payment Use Case
Alvaro Rebull
Created on June 13, 2024
Start designing with a free template
Discover more than 1500 professional designs like these:
View
3D Corporate Reporting
View
Discover Your AI Assistant
View
Vision Board
View
SWOT Challenge: Classify Key Factors
View
Explainer Video: Keys to Effective Communication
View
Explainer Video: AI for Companies
View
Corporate CV
Explore all templates
Transcript
Steve's Experience
Home
Contact
CSG XPONENT IN ACTION
A better digital payment reminder experience
Experience It
Steve's Experience
Home
Contact
Enter Steve's Payment Reminder Experience
Steve gets a personalized communication via SMS that a payment is due.
SEE HOW
Customer Profile
After missing the initial due date, he receives multiple reminders and engages with the brand.
SEE HOW
Name: Steve Customer Since: 2023 Status: Good payment standing Accounts: Wi-Fi, cable, and family cell phone plan Permissions: SMS, email, phone Digital Channels: SMS (preferred), App Automatic Payment: No
SEE HOW
Steve changes the payment date and agrees to autopay.
GO BACK TO STEVE'S EXPERIENCES
Level 1
Level 2
Level 3
STEVE RECEIVES A PERSONALIZED COMMUNICATION
Steve's Billing Communications
In the days leading up to the payment due date, friendly reminders have been sent via SMS, as Steve is typically a good payer. SMS is also his perferred mode of communication.
Eventually the due date passes and Steve gets flagged as a late-payer.
Steve now receives an SMS and Email reminding him to make a payment.
GO BACK TO STEVE'S EXPERIENCES
Level 1
Level 2
Level 3
STEVE RECEIVES A PERSONALIZED COMMUNICATION
How did we decide to contact Steve?
Do we have permission to send an SMS?
Yes
No
Decisioning is used to determine which channel to communicate on, balancing severity of late payment with permissions and preferences.
Does Steve have the app for a notification?
Do we have permissionto call Steve?
Do we have permission to contact Steve?
No
Yes
Yes
No
The provider prioritizes a combination of SMS and email for Steve because this is his preferred mode of communication and has his highest response rates.
Do we have permission to email Steve?
Yes
No
GO BACK TO STEVE'S EXPERIENCES
Level 1
Level 2
Level 3
STEVE RECEIVES A PERSONALIZED COMMUNICATION
Access the data you need to make the best decision
CSG Xponent makes decisions using Steve's profile, accounts, behaviours and status to provide the most relevant options in the communications that he receives.
Offers Should Steve receive an offer for a new cell phone?
Channel Analytics Did Steve open his previous SMS notifications?
Yes
Yes
No
No
Payment Status Is Steve past 15 days outstanding for his payment?
Customer Profile Did Steve recently make an update to his payment preferences?
Yes
No
Yes
No
Channel Analytics, Campaign Management + Contact Center Software
GO BACK TO STEVE'S EXPERIENCES
Level 1
Level 2
Level 3
STEVE RECEIVES A REMINDER
Steve receives a reminder
With no payment scheduled and with no engagement from Steve after several days, the organization begins to engage him in new ways.
Automated outbound calls are scheduled to engage Steve using the same tone and style as the SMS and email did earlier, but they did not result in a payment.
A couple of days later, Steve visits the website or app to update his address. The chatbot pops up, offering help with the late payment, a self-service portal link, and an option to speak to an agent.
Steve chooses to speak to an agent. The agent's system updates in real time, so they offer Steve with help making a payment, understanding his context.
GO BACK TO STEVE'S EXPERIENCES
Level 1
Level 2
Level 3
STEVE RECEIVES A REMINDER
Actions are prioritized based on relevance, touchpoint and empathy
Score
Interaction Data
Customer Data
Rules and Logic
Model Scores
External AI
A/B Testing
Auto-Pay Offer(Offer)
Fiber Plan Upgrade(Offer)
Fee Waiver(Product)
Credit Card Promotion (Offer)
Update Payment (Data)
New Business Account (Product)
GO BACK TO STEVE'S EXPERIENCES
Level 1
Level 2
Level 3
STEVE RECEIVES A REMINDER
How did this decision get made?
Hover over each number to reveal learn more
Marketing Systems
Account Data
Self-Service
Customer Data
One unified tool to understand full customer context
Contact Center
Interaction Data
Single set of relevant decisions for the customer
Journey context,rules and model scores
GO BACK TO STEVE'S EXPERIENCES
Level 1
Level 2
Level 3
STEVE CHANGES PAYMENT DATE AND AGREES TO AUTOPAY
What's next?
Looking ahead, Steve doesn't know when, why or where he will next interact with his provider--but feels that when he does, it will have his best interest.
The business has some goals for Steve, and is confident that its next interaction or outreach with him will be timely, highly personalized and relevant.
GO BACK TO STEVE'S EXPERIENCES
Level 1
Level 2
Level 3
STEVE CHANGES PAYMENT DATE AND AGREES TO AUTOPAY
Real-time Decisions
Next Best Action
Omnichannel Profile
Journey Context
Score
With the issue resolved, the next best actions are re-prioritized.
Outbound communications consider all of Steve's data and context to be more relevant. Inbound interactions continue to be contextually prioritized and relevant.
Account Benefits(Product)
Go Paperless(Loyalty)
Fiber Upgrade (Offer)
Streaming Plan (Product)
Partner Rewards(Offer)
Survey (Feedback)
GO BACK TO STEVE'S EXPERIENCES
Level 1
Level 2
Level 3
WITH THE ISSUE RESOLVED, WHAT ARE THE OUTCOMES?
How much more likely is someone tostay with your business when you show them you understand and care, and help them solve their problem?
What are the outcomes?
Reduced need for expensive outbound agent calls to collect late payments, resulting in cost savings.
Reduced attrition risk by getting Steve to sign up for autopay and providing transparency in communications related to late payments.
By creating a better, more empathetic experience, you will have an improved brand equity.
Steve's Experience
Home
Contact
Thank you!
Let's discuss how this use case can fityour needs.
LEARN MORE