Bill shock. We’ve all experienced it. You receive a bill and let out a curse when you see that the amount due is WAY higher than expected. Research has found that “a high bill is something that 40% of customers reported experiencing during the past 12 months and a full 72% of those customers admitted was a source of anxiety”. Through user testing and research, WaterSmart has found 3 essential approaches to decrease anxiety and increase customer satisfaction:
Present the right information at the right time
Allow customers opportunities to explore
Empower users with a strong foundation of data.
Balancing information overload for Goldilocks
In a 2015 study, OPower found that “between 30 and 50 percent of calls are about billing.” WaterSmart strives to decrease the volume of bill related calls with the introduction of our first-of-its-kind Bill Explainer solution. The interactive wizard proactively encourages customers to