Transform Billing into a Strategic Advantage: Driving Growth, Retention, and Trust

Key Takeaways

• Half of all contact center calls are about billing confusion
• Personalized, omnichannel billing explainers help customers understand their bills and reduce support volume
• A modern Customer Engagement Platform makes it possible to design and deliver interactive, personalized billing videos and communications in under 20 minutes
• Companies have seen a 42 percent drop in billing-related calls and a 12 percent increase in customer retention after improving their billing experiences
• Built-in AI and analytics help teams create clear, consistent, and compliant communications at scale

The Hidden Cost of Confusing Bills

We have all opened a bill and wondered, “Why is this number so high?” or “How did they come up with this amount?” 
No breakdown. No explanation. Just confusion and frustration.

That moment of “bill shock” is not just a personal headache—it is a business problem. In our recent webinar , we shared that 50 percent of all contact center calls are billing-related.  That means half of the time, and likely half of your call center’s inbound traffic, customers are calling because something on their bill does not make sense.

When billing is unclear, trust breaks down. Customers question the integrity of the brand, and the cost of support quickly adds up.

But what if every bill could explain itself? What if customers could see a clear, personalized breakdown of their charges in a format they actually understand?

That is exactly what a modern Customer Engagement Platform makes possible.

From Frustration to Clarity: Turning Bills Into Engaging Communications

In the webinar, Precisely’s customer engagement experts demonstrated how organizations can use a Customer Engagement Platform to create a complete omnichannel billing experience—from a personalized email to an interactive explainer video—in less than 20 minutes.

The video demonstration followed “John,” a customer of a fictional company called AutoDrive Financing. Here is what his experience looked like:

1. Personalized Email Alert – John receives a statement email that greets him by name and clearly shows the amount due and due date.
2. Detailed Statement PDF – The attached PDF provides an in-depth breakdown of his transactions.
3. Interactive Video Explainer – John clicks a link and watches a personalized, AI-narrated video that walks him through his charges step by step.
4. Instant Payment Option – He can pay directly within the video, making it easy to take action right away.

The result is simple: John fully understands his bill, feels confident in his provider, and no longer needs to call customer support.

Behind the Scenes: How Teams Build These Experiences in Minutes

What makes this approach powerful is not just the customer-facing experience but how easy it is for internal teams to build and manage it.

The drivers of speed and simplicity:

• Unified Design Canvas that allows emails, videos, and PDFs to be created in one place with drag-and-drop tools
• Personalization at Scale using connected data sources to automatically tailor content for each customer
• Smart Logic Rules that adjust content dynamically based on customer type, language, or location
• Consistent Branding across every communication to ensure a professional and brand compliant experience
• Actionable Analytics that measure open rates, video completions, clicks, and engagement to continuously improve performance

A contemporary Customer Engagement Platform brings design, data, delivery, and insight together, allowing teams to launch and optimize communications faster than ever.

Real Business Results: How Modern Billing Experiences Build Trust That Matters

Organizations that have embraced personalized billing experiences are seeing measurable results:

• A major U.S. retail bank saw a 42 percent reduction in billing-related call center volume
• A U.K. auto insurance provider reported a 12 percent increase in customer retention
• 74 percent of customers said they felt their provider genuinely cared after engaging with a personalized billing experience

These outcomes reflect stronger relationships, higher satisfaction, and more efficient operations – the foundations of more profitable long term business results

FAQs: Everything You Wanted to Know About Omnichannel Billing Experiences

Q: What makes billing explainers omnichannel?
 A: Omnichannel means customers receive consistent, personalized experiences across every channel—email, PDF, video, mobile app, or portal—all using the same data and design.

Q: How long does it take to create these explainers?
 A: With the right tools, teams can create and deploy a complete billing experience in under 20 minutes using branded templates and automation.

Q: Is this scalable for large customer bases?
 A: Yes. Automated data integration and AI-generated voiceovers make it easy to personalize communications for thousands or even millions of customers.

Q: How does this improve compliance?
 A: All communications are centrally managed and version-controlled within the platform, ensuring consistency, auditability, and full traceability.

Q: What other use cases can this support?
 A: Beyond billing, many organizations use personalized explainers for policy updates, benefit summaries, onboarding messages, and renewal notices.

Q: Do you have APIs, and what data sources are supported apart from CSV?
 A: Yes. The platform supports API integrations for dynamic and personalized communications. You can connect to over 30 CRM and data systems through native connectors or manually upload data in formats including CSV, JSON, XLS, XLSX, and XML.

Q: How do you handle authentication for communications that include personal information?
 A: Authentication can be managed in multiple ways. Videos can be embedded within a secure customer portal where the user logs in before viewing, or an authentication screen can be added as the first scene of the video, requiring viewers to confirm a piece of identifying information before it plays.

Q: How do you ensure accessibility for people with disabilities?
 A: The platform is designed to meet modern accessibility standards, including ADA and WCAG. Documents can be composed and transformed into accessible formats such as PDF/UA, and video experiences support captioning, keyboard operability, and navigation aids.

Q: Can the video be included directly with the statement?
 A: Absolutely. Videos can be linked directly to digital statements or launched through QR codes printed on paper statements. Parameters can also be used to guide a viewer to a specific section within the video if needed.

Q: Which industries can use this solution?

A: Any organization that wants to modernize customer engagement, simplify communications, and improve retention can use this platform. It connects easily with existing systems such as billing or CRM tools to help lower contact center volume and create a more consistent, personalized experience for customers across all channels.

Looking Ahead: The Future of Billing Communications

The future of customer communication lies in clarity, personalization, and trust. With the help of AI and data-driven design, organizations can turn complex information into meaningful, human-centered experiences that make customers feel seen and supported.

Forward-thinking companies across banking, insurance, and utilities are already transforming how they communicate. When customers understand their bills, they are more likely to trust their providers, make timely payments, and stay loyal over time. And these are the essential pillars that drive sustainable business growth.

Takeaways

• Customers expect clear, personalized, and consistent communication
• A modern Customer Engagement Platform helps teams deliver these experiences quickly and at scale
• Real-world results include fewer calls, higher satisfaction, and stronger retention
• Transparency builds trust, and trust drives long-term loyalty

Want to turn billing into your biggest retention driver? Watch the webinar on demand or see it in action.