Feb 5, 2015

A Billing Statement that Explains Itself

I spend a lot of time talking to customers and one of the first questions I get is "why does my bill change month to month?" There are a lot of things that can contribute to changes on your monthly bill. Did you order a movie or two? Did you upgrade your speed? Did you pay your last bill in full?  All of these factors can impact the number you see at the bottom of your bill.

For these reasons and more, your bill can change month to month.  These changes can be confusing, so we want to make it easier for you to understand what you’re paying for, and why.

One of the ways we are doing this is with something we call Video Bill.  We worked with a smart video company called SundaySky to create a short, personalized video that explains everything customers need to know about their bill.  Today, we send an email to all new Xfinity customers with a link to their own personal Video Bill.  So far we've had over 1 million views. 

Because Video Bill has been so successful with new customers, we are now starting to send them to existing customers as well. If you make a significant change to your service (for example, if you were an Internet only customer and add television) we will send you a video to explain the first bill that includes the new service.

Videos are a great way for us to communicate with our customers, and we’re looking to incorporate them wherever it makes sense. In fact, we’ve started including video tutorials on My Account App.  

Video Bill is one of the many changes we are implementing to make our bills simpler.  Stay tuned for more…

Tags : Customer Experience, Customer Service, Video Bill

 
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