A 15-Year Study: Best Practices for Payments By Phone

15 years has finally paid off!

We’ve been working tirelessly to build perfect IVR systems for our customers and we’ve learned a thing or two along the way,  particularly about how people operate when they’re trying to pay by phone.

Customer behavior is not always what you would expect. You could have what you think is a completely flawless process and then, when customers start to use it, they provide you with powerful feedback without even knowing it. It’s all about if they can make it through the entire system without hanging up. If you suddenly see a significant percentage of your customers hanging up at the same place during the call, you know you have a problem and need to adjust.

Sometimes, callers can get hung up on the smallest detail (not knowing where the pound key is). Other times, significant knowledge about your customer base goes a long way (do your customers primarily live on street addresses or rural routes?) The only way to really craft the perfect phone payment is by picking up the phone and talking to your customers after they’ve hung up.

So that’s what we’ve been doing for 15 years. Each IVR we have created incorporates the expertise we gathered over talking to numerous customers and optimizing to their needs.

Want to take a look at some of the surprising results we’ve found? Download the free white paper!