Glider

Here at Glider 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

How you handle late bill payments can make or break customer relationships. Efficiently managing the cost of payment collection requires a strategic approach to your customer billing experience. This is where a strong payment communications strategy comes into play as it helps set the framework for optimising and improving your CX. Developing this strategy and optimising your processes can be challenging for many reasons including legacy systems and competing internal priorities. Our latest white paper provides insights and practical advice on why it's important and how to go about it. Our research shows that 77% of bill payers say a good bill payment experience is important. So it's not just about chasing payments – it's about creating experiences that customers actually enjoy. (Yes, really!) Learn how to supercharge your bill payments experience and turn a routine transaction into a competitive advantage. You can download (ungated!) the full white paper on our website, link below.

Technology is shaping consumer expectations of contact centres. It’s not just about convenience anymore; it’s about making every interaction personal and relevant. Our latest article looks at how to deliver an exceptional customer experience through tech innovations.

 Shaun Dobbin recently caught up with Simon Banks from PayPal Australia and Ben Selwyn from Fifth Quadrant to take a look at the evolving landscape of bill payments in Australia and talk about key insights from some research we undertook with Australian consumers. One of the insights was around how consumers want control and flexibility when it comes to managing their bill payments. Here's a snippet from the webinar. (Link to the full webinar is in the comments. )

Our CEO and Founder Shaun Dobbin recently sat down with Jeanelle Mariani from CXCOM to talk all things customer experience in contact centre environments. They covered some interesting areas! You can read key highlights in Shaun's post and also access the full video. 👇

While many businesses have made strides in mobile optimisation, too often, the focus remains on the web or app experience alone. But mobile optimisation should be about delivering seamless experiences across every interaction and every device. One area where this is critical is bill payments. 77% of Aussie bill payers believe it's crucial for businesses to offer mobile-optimised payment options. And a frictionless payment experience isn’t just about convenience; it’s key to improving cash flow, reducing operational costs, and boosting customer satisfaction. This article takes a look at some simple steps businesses can take to mobile-optimise their bill payments experience.

Consumers demand seamless, convenient and intuitive bill payment experiences – the less effort it takes to pay, the better. Yet, many businesses still struggle to meet these expectations, resulting in friction-filled user journeys that cause payment delays, customer churn and more. In our latest article, we look at some actionable strategies to revamp your payment experiences for the better.