Payments Archives

Incentivizing Customer Behavior Change: Customer Self-Service Trumps Hidden Fees

Customer Service, Payments, Security, Self Service / By Jason Myers

Customers Don’t Like Hidden Fees A recent Gizmodo article highlighted the fact that some telecom companies charge customers high fees for paying their bills over the phone with a representative. Depending on the company, these fees ranged from $5 to $8 per transaction. With the large customer bases these companies have, those fees could result in …

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Defend Against Chargebacks with Call Recording

Payments, Plum Fuse, Security / By Jason Myers

The Thing About Chargebacks Let’s be honest: there are several annoying processes that are part-and-parcel to the world of payment processing. Chargebacks are one of them. A chargeback is when a bank forces a company to refund a received payment. Granted, there are times when a chargeback is understandable, like with cases of fraud. But …

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Case Study: Specialty Insurance Company Drastically Cuts Payment Processing Costs

Case Study, Customer Service, Insurance, Payments / By Jason Myers

One of the challenges of being a leading, major insurance company (MIC) is that at a certain point you have so many customers that it becomes tricky to give them all the attention and service they need. This was precisely the state that one of Plum’s clients found itself in. The company wanted its agents …

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Case Study: More Efficient Healthcare Payments with Plum

Case Study, Healthcare, Payments, Plum Fuse / By Jason Myers

As a major healthcare payment processing company (MHPPC), IVR was not a new concept. In fact, MHPPC had a code-based IVR in place before switching to Plum. However, as the company added features to their IVR the code for their legacy IVR became virtually unmanageable. When developers are spending most of their time managing IVR …

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Case Study: Payments Company Lands Major Client with Help of Plum

Case Study, Payments, Security, SMS, VoiceXML / By Jason Myers

One of Plum’s clients is a major payment aggregation (MPA) company based in Seattle, Washington. The company offers customers a platform to pay bills and manage important documents, securely, in one place. The problem that led MPA to Plum began with a client request. One of the company’s major clients offered the company exclusive handling …

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The Fastest, Easiest Way to Add Secure Phone Payments

Call Flow, Payments, Plum Fuse / By Jason Myers

Simplicity. It’s something that many people want, but few attain. This especially rings true when we’re talking about telephony. Combining telephony with other complex tasks, like payment processing certainly doesn’t lend itself to simplicity either. Yet many companies, especially those that process recurring payments, find themselves navigating on a daily basis. Using an interactive voice …

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3 Ways To Improve IVR Containment Rates Without Touching Your IVR

Call Flow, Customer Experience, IVR, Omnichannel, Payments / By Jason Myers

The true test of how effective your IVR solution is often lies in the containment rate. This corresponds to how many callers use, or are contained within, the IVR from the entirety of their transaction. That means not abandoning the IVR to speak to a live agent. Now IVR technology is a huge boon to …

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Change Your Healthcare IVR Billing for Better Customer Experience

Healthcare, Omnichannel, Payments, Security / By Jason Myers

The World of Healthcare Billing A recent article from Advance Healthcare Network highlighted some of the issues that exist in the world of healthcare billing and offered a number of specific areas where healthcare companies can focus their energy to create a better experience for patients. This article demonstrates how no solution exists in a …

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Case Study: Use Voice Tech to Provide More, Better Payment Options

Case Study, Customer Satisfaction, Finance, Payments, Security, Self Service / By Jason Myers

Merchant services companies have lot of different payment channels to offer their customers these days. These are the companies that provide customers with the infrastructure to accept and complete payments. Needless to say, with the right merchant services company, a business can cater to the needs of their customers no matter how diverse those may …

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Case Study: When A 400% Increase In Payment Processing Doesn’t Affect Efficiency

Business, Case Study, Finance, Payments, Self Service, SMS / By Jason Myers

Growth is a great thing for any business. But growth that doesn’t bring with it a parallel increase in overhead? Well that can’t be beat! Payment Service Network, a company that handles the remittance process for a wide array of companies, hit a major period of growth. Their process for taking customer inquiries and payments …

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