Customer statements are transactional documents, which means they include sensitive or protected information. They are also a key component of customer engagement. It’s something they actually look at, so you have a lot of real estate available to communicate with them.
Redesigning these documents can support the reduction of service calls and accelerate payments. Keep reading to learn how.
Strategies to Use in Redesigning Customer Statements
There are a variety of design best practices that can lead to improved engagement. The result of this could decrease calls to support and speed up payments. Let’s review key strategies to implement.
Address FAQs
Your customer service data can provide insights into trends on frequently asked questions. Once you identify these, consider adding a section to the statement that lists them. You can change them out monthly or at some interval to ensure you’re answering the right questions.
For example, you may detect a pattern related to how to make payments or late fees. If you put these on statements, customers are likely to read them. They have the answers, so they don’t need to call into support.
Track data related to calls and any decreases to see if they align with the FAQs you posted.
Include White Space
Even if you have valuable information on your statements, they may still be overlooked. Much of that has to do with the organization of the content. Too many elements, boxes, or copy makes them too busy.
Be strategic about how you use white space and simplify hierarchy. Put the most crucial information at the top and lay out the content by importance.
For specific messaging that’s new or time-limited, consider putting boxes around these, inserting dividers, or using a bright color.
Overall, you want plenty of white space on customer statements. It makes them much easier to read and follow. Also, keep fonts simple and readable. These are essential for well-designed customer communications.
Be Consistent
While you may change out messaging, keep the design consistent so that addressees know where to look for information. Also, your branding on statements should reflect your corporate design elements. Doing so reminds customers that this is an official communication from your organization.
Use Visuals with Care
Charts, graphs, or other imagery can break up text blocks and deliver essential information. For example, utility companies often include usage charts to show year-over-year and month-over-month changes.
Branded icons can also help draw the eye to important messaging. Including these can draw attention to different types of content.
Add QR Codes
Want to improve payment rates and reduce days outstanding? Consider adding QR codes to the statement. Customers can scan these immediately and go to a dedicated landing page to make a payment.
You can measure the effectiveness of these by tracking clicks and payment submissions. It’s a simple way to add an option for remittance.
Present Offers to Speed Up Payments
Another design component to consider is highlighting offers. These can be wide-ranging. You may do this now to promote cross-sells and upsells. They could also showcase a program for automatic payments with an incentive.
If customers sign up for automatic payments, you might incentivize them with a discount. Putting this directly on the statement gives it more prominence than email campaigns or inserts.
PCI Group Empowers Easy Customer Statement Redesign
Our customers have access to redesign requests. Our system makes this simple and easy. We also use dynamic printing frameworks, which means you can customize the content for each individual statement. This makes it easy to target addressees.
It’s one more reason why companies trust us to manage their transactional print and mail operations. Find out how it works and why we’re a leader in the industry by contacting us today.
