Building Trust in Payment Reminder Calls: Best Practices

With the increased awareness and related concerns over phishing and spam, businesses must be cautious in how they prompt their customers to make payments over the phone. Calling customers and requesting that they pay on the spot,, can easily be mistaken for a phishing attempt. This not only causes confusion but also undermines trust.

Trust Is Key

To build and maintain trust, it is crucial to guide recipients to payment methods they are already familiar with and feel comfortable using. Instead of asking them to make an immediate payment during a call, direct them to look at their statement and choose a familiar payment option.

Use Familiar Channels

For example, if you already offer an option to press 1 to make a payment when they call your business number, this will be seen as more trustworthy. People are more likely to trust an option they’ve used before, rather than a sudden request from an unexpected call. Invite your customers to call your business and press 1 from the options provided. Education is key to removing friction and getting paid faster. When introducing any new payment channels, educate your customers about them first in order to build trust.

Best Practices from Research

These recommendations are based on research from working with many of our customers and experiences shared by businesses which we serve. By directing customers to use payment methods they recognize, you reduce the risk of them mistaking your call for a phishing attempt. This not only makes them feel safer but also increases the likelihood of you getting paid faster.

Making the Right Choice

While it is possible to ask for immediate payments during a reminder call, it is not recommended. The best approach is to guide your customers towards the of use familiar and trusted methods. This builds trust, reduces confusion, and ensures a smoother payment experience for your customers.

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