Glider

Late payments are a big challenge for businesses. 1-in-5 aussie bill payers admit to paying late to prioritise paying another bill (source: our joint research report with the PayPal Australia team). And it's not just about reduced cash flow – businesses are also facing higher costs for servicing and collections. So, what can businesses do to help reduce late bill payments? 🔶 Send well-timed reminders: before, at time of, once overdue 🔶 Use multiple channels — text, email, messaging apps, etc 🔶 Make the payment process simple with quick, easy digital options 🔶 Offer flexibility on payment options eg: instalments or adjustable due dates 🔶 Let people use their preferred payment method — credit/debit cards, digital wallets like PayPal & Apple Pay, bank account options (using PayTo) We know from the work we do with our customers that a better bill payment experience reduces the number of overdue payments — improving cash flow and reducing the cost to collect. You can read more about managing late payments in the article below.

Consumers want fast, seamless and easy bill payment experiences. 50% of people will abandon a payment if it takes longer than 30 seconds. And while 77% say a smooth bill payment experience is important, many businesses struggle to get this vital step right, resulting in late payments and customers switching suppliers. Here’s how you can improve the experience: ✔️ Offer one-click payments: 53% of consumers want the option to pay with just one click. ✔️ Provide flexibility: Instalments or adjustable due dates make it easier to pay on time. ✔️ Turn customer support into a payment channel: Make it simple for customers to pay while resolving their issues. Find out more about how to create a better bill payment experience.

Late payments are a big challenge for businesses. 1 in 5 people admit to paying a bill late to prioritise paying another bill and in the last year, 25% of Australians have struggled to pay for an essential service. Businesses aren’t just dealing with reduced cash flow – they’re also facing higher costs for servicing and collections. So, what can businesses do to reduce late payments? Here are a few tips: ➡️ Make the payment process simple with quick, easy digital options. ➡️ Offer flexibility with instalment plans or adjustable due dates. ➡️ Send timely reminders across multiple channels—text, email, or in-app. ➡️ Provide a variety of payment methods, including options like PayPal, Apple Pay, Google Pay, and PayTo. By improving the bill payment experience, you can help reduce late payments, and the operational impacts and costs that come with chasing overdue bills. You can find more tips on how to reduce late payments in this article.

63% of Australians said they were struggling to pay bills on time due to cost-of-living pressures. This can be a real challenge for service providers - trying to balance operational impacts, cashflow implications and maintain customer satisfaction But there’s good news: Our research shows that by making the billing process easier, you can keep customers happy and reduce late payments. Here’s how you can make a difference: 📌 Simplify payments with mobile-friendly, one-click style options 📌 Offer flexible payment plan options 📌 Provide fast and friendly support to solve payment issues quickly 📌 Send timely reminders to keep customers in the loop Read more about how you can make your billing experience seamless 👇

What can billers learn from e-commerce? E-commerce has mastered the art of seamless, customer-centric experiences—so why should those lessons be exclusive to online shopping? Billers can (and should) adopt some of these principles to create better payment experiences in a billing context. From personalisation to frictionless payments and a relentless focus on customer engagement, e-commerce sets a high bar. But billers take note - these strategies aren’t just for retailers anymore! In our latest blog, we explore: ✅ Why a smooth payment journey leads to happier customers (and fewer overdue bills) ✅ How technology can help billing organisations meet customer expectations, and what's coming down the line that you should be thinking about ✅ What elements billers can and can't 'steal' from e-commerce to improve their payment experience If you’re in energy, water services, telco, or any sector where customers pay you through regular billing cycles, this is worth a read. Re-thinking your payment processes to create simpler, smoother, and more customer-focused experiences can (and do!) deliver significant improvements in revenue, operational efficiency, and customer satisfaction.

We believe bill payments should be easy for everyone. It should be simple for customers to receive a bill and make a payment in just a few clicks, with minimal friction or fuss. It should be easy for billers to provide their customers simple ways to pay, no matter whether they’re due now, due tomorrow or overdue 📆 So we wanted to share one of the takeaways from Shaun Dobbin’s recent discussion with payments expert Kareem Al-Bassam: If there’s one lesson billers can learn from e-commerce, it’s that your customer doesn’t care about the process. They just want to check out and be gone 💸    While not everything from e-commerce applies to services organisations, speed and simplicity in the check out / payment experience is clearly one that does. Watch the full episode (link in comments👇 ) to see Shaun and Kareem discuss the evolution of payment experiences, the impact of technology on customer expectations, and the challenges faced by organisations in innovating their billing processes. Kareem highlights the importance of understanding consumer behaviour and the need for organisations to adapt to changing expectations. They also explore the role of SMS in customer communication, the potential of emerging technologies like RCS and A2A payments, and the importance of agile thinking in navigating legacy systems.

We’re delighted that Glider is now a Verint partner and featured in the Verint Connect Marketplace! 🙌 Glider’s platform enables agents to request secure payments while on a call, or in a web chat, via email, SMS or link. Enhancing the efficiency of customer interactions and transforming complex, multi-step payment processes into seamless and secure experiences. Glider’s focus on the customer payment experience complements and extends Verint’s focus on customer engagement and we couldn't be happier to be working with the Verint team!

Why do consumers pay their bills late? According to research by Glider and PayPal Australia, 62% say they paid late due to financial reasons, while an astounding 47% is due to people simply forgetting to pay the bill. Organisations can take easy steps to help their customers have more control of when and how they pay their bills. From allowing people to align due dates to pay cycles, to enabling a range of payment methods and offering timely reminders through preferred channels. Simple enhancements can help improve on-time payment and provide a better customer experience. You can hear more detail on this and other insights from the research in the webinar with Shaun Dobbin from Glider, Simon Banks from PayPal Australia and Ben Selwyn from Fifth Quadrant (link in comments).

When I recently attended #Intersekt24 in Melbourne, I was struck by the conversations around the opportunities for transforming payment experiences. It reminded me of when the mobile industry was predicting the “year of mobile” over a decade ago, driven by new smartphone capabilities and faster networks. Today, technologies like #PayTo and real-time payments, powered by the New Payments Platform (NPP), are driving similar shifts in the payments space. PayTo, much like the rise of smartphones, enables real-time, secure payment authorisation directly from bank accounts, allowing businesses to provide faster and more flexible payment options. At Glider, we’re excited to leverage this technology to help businesses offer seamless and frictionless payment experiences that align with the demands of today’s digital consumers. I also want to express my appreciation to Amazon Web Services (AWS) and Mark "Z" Zmarzly 🦄 for organising the AWS Connect program, which has been incredibly valuable in connecting startups like ours with key organisations in the ecosystem. This program has opened doors to new partnerships and opportunities, helping us explore how cutting-edge technologies can drive our mission forward. #intersekt24 🤓 Daniel Wirjo Will Padman