Trying to make a bill attractive for a customer is an example of the cliché statement “putting lipstick on a pig.” A bill is a bill – a necessary “evil.”
However, the way in which a customer receives their bill can make it easier for them to stomach. You can make that happen with personalized video billing.
Not to be confused with the email receipt for your Netflix account, video billing actually involves the making and delivery of a video that displays a customer’s statements.
It may seem strange to give customers their bills using video, but it does have some undeniable benefits.
A video bill doesn’t have a typical look per se since the creator (e.g. telecommunications or utility provider, e-commerce platform, financial provider) may brand their video to look a certain way. But generally, video bills act like regular paper statements in terms of the information they display.
There are many other items that can appear in a video bill. What goes into one depends on what the service provider offers and how the customer uses that particular service.
Whereas a regular bill is a boring list of numbers on a piece of paper, a video bill takes those same numbers and ties them together to look and feel like a story. More importantly, its scenes provide an in-depth look at the numbers behind a customer’s bill, a feature that regular paper or email statements don’t have the real estate to do.
This gives service providers the opportunity to flex their creative muscles and deliver dry financial details in a more compelling fashion. They can use animation, imagery, humor or any other tool they see fit to make a bill more digestible.
But the real the power behind video billing is the ability to personalize the content. And that means much more than just writing in the customer’s name.
Essentially, a personalized billing video serves as a walkthrough that doesn’t leave customers in the dark, unlike regular paper bills.
In theory, a billing video can also be used to reward “good behaviour” as well. If a loyal customer has never missed a payment, then the video bill can feature elements that would make the customer feel appreciated.
What might that entail? Anything really – rewards, discounts, happy imagery, funny quotes or a cultural reference that might be appropriate to the customer’s age or location.
Now it’s important to discuss some of the reasons why video statements are advantageous. They’re not just trendy or new-age. They have real benefits for both customers (which we’ve discussed above) but also for companies as well.
With our IndiVideo platform, create a personalized video that will generate engagement, brand loyalty, and upsell opportunities across every bill or statement touchpoint. See how in this telecommunications example:
Yes, a bill hasn’t historically been an entertaining medium. Nevertheless, you can find entertaining ways to present a bill. If you can engage your customers with your billing, you can open a well of opportunities to “nurture” them towards moving down the sales funnel or even re-entering it for additional purchases.
Remember, the simple act of skimming through one’s bill can produce many emotions (calm, worry, frustration). With video billing, you can interact with a customer by addressing their bill directly, and then provide a solution for their problem or a reward for their loyalty in ways a paper bill can’t. And when a customer feels cared for, it’ll be hard for them to leave you.