CSG Bill Explainer
Reduce confusion and cost related to billing inquiries Say Hello to Proactive Billing Communication with CSG Bill Explainer Monthly changes to the bill aren’t communicated well-- 50% of calls into the contact center are billing -related, by far the largest driver for contact center volumes and often result in a poor experience. Today’s bills are not a value-driven interaction and leave customers at risk of churning. What if you proactively engaged at-risk customers with a summary of their billing statement that clearly walked them through their changes— and reduced their contact rate to save your business millions in operating costs? Leveraging 40+ years of expertise in billing and customer experience (CX) innovation, CSG Bill Explainer utilizes generative AI to proactively assist customers in comprehending the what and the why related to changes in their bills, using simple and concise language.
How does it work? Detect changes in month-to-month bills and determine at risk customers who have a high propensity to churn that need to be treated in a proactive manner. Notify targeted customers proactively in their preferred channel. Turn complex statement information into natural language without having to manually hard code rules and content. Explain the why behind bill changes and ease confusion with a dynamic micro-site user experience, all without requiring a login. *New* Answer questions about your customers’ bill with a personalized, AI-powered bill assistant that enhances user engagement for a deeper understanding of their bill. Enhance channel performance and communication effectiveness with reporting on success metrics and a unified data store with outof-the-box metrics.
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