Webinar Series: Plugged In

Utility Customer Payment and Self-Serve Opportunities

Event Date: Thursday, May 26, 2022 
Event Time: 1:00 PM EST  

Payment preferences have a huge impact on customer satisfaction. That’s why the payment methods your utility offers are vital to the customer experience. Are you ready to provide a new wave of payment options to customers?

According to research, “U.S. consumers made 57% of their payments with debit, credit and prepaid payment cards, and only used cash, checks and money orders for 25% of their payments.”1

To help your utility reach its goals, Questline’s upcoming webinar on March 24 will dive into the report findings and focus on key takeaways to leverage your communications strategy.

In addition, research shows that the number of consumers using mobile wallets for payments increased from 900 million to 1.48 billion worldwide during the pandemic.2

And do we need to even mention the rise in voice assistant integration? Statista shows that 28% of smart speaker users worldwide use their systems to make payments or send money.3

With all this said, what does it mean for your utility? Simple – provide options. Between credit, debit, prepay, voice assistant, PayPal, text, Venmo, QR codes and more, there is no shortage of payment preferences. Choosing the right payment methods for your utility customers is of utmost importance. Does more choices = happier customers? Let’s find out.

In Questline’s upcoming May webinar, we will cover:

  • What new payment options customers want from their energy utility
  • How to promote paperless billing and self-serve options to customers
  • Opportunities to reach hard-to-convert customers and increase program participation

Qwana Falkenberg, Customer Services Supervisor, Georgia Power
Joshua Platt, Account Director, Questline Inc.

1 Federal Reserve Bank of Atlanta’s 2020 Diary of Consumer Payment Choice
2 Retail Customer Experience
3 Statista



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