Electronic Customer Service
 

What Electronic Customer Service does:

Reduces costs and increases customer satisfaction by increasing the efficiency of customer service agents (CSAs).

Electronic Customer Service’ exceptional capabilities:

Enable CSAs to instantly search for, retrieve and send exact electronic replicas of printed customer bills and correspondence

Provide CSAs with the ability to set up real-time payment plans using both schedule and upon-bill-arrival methods while utilizing a built-in calculator to establish payment plans which include adjusted final payment amounts and the best schedule to pay down debt

Use a HIPAA-compliant process that enables CSAs to send documents on demand as encrypted e-mail attachments to any customer with an email account, as well as enrolled customers

Add a powerful Ad Hoc Query tool that creates custom downloadable reports as Excel spreadsheets

Eliminates customer service issues associated with dropped calls and busy signals, and allows billers to address customer issues via an orderly queue

 

IPayX’s Electronic Customer Service’ benefits:

IPayX eServices provides your internal users with a single, simple console through which all customer support and related functions are performed.  CSAs are able to access each account they have been given access to through the console where they can establish payment plans, address billing questions and provide documentation.  Everything from reports to user management to site settings are all available through this interface.

IPayX’s Electronic Customer Service’ features:

A security system controlled by the biller defines the level of access, and functions, that are available to each user

Search indices used to access document information are pre-defined by the biller to make searching for specific items easier

To facilitate assisting customers, CSAs can view individual payment screens and advise customers on next steps, while guiding them through the payment process

Documents can be instantly encrypted and sent directly to the customer from the console using a password provided by the customer

Generates reports that keep management abreast of enrollment numbers, all electronic documents being sent, and other operational data that quickly measures site utilization and ROI