Autobooks Customer Communication Strategy
Helping small businesses get paid is what we do
Turning on Autobooks for your customers also turns on a powerful education and retention engine, resulting in an average increase total processing volume of 1.5x.
Customer Education
Providing answers to FAQs and step by step instructions to get paid after enrolling in Autobooks
Initial Awareness
Communication after accepting Terms of Service to welcome Small Business customers to Autobooks and provide account status
Account is ready
Acknowledging enrollment in Autobooks and communicating key details like processing rates. Content delivery varies depending on how a small business initially enrolls in Autobooks.
Enabled to accept payments
When a small business customer needs to be notified of payment enablement, they receive notice that includes FAQ content and their processing rates.
Accounting Activated
Sent to acknowledge when a small business customer has upgraded their Autobooks subscription to include accounting functionality.
Additional information needed
When a small business begins enrollment and needs to provide additional information before becoming payment enabled, they receive communications providing FAQ content about Autobooks. Content varies slightly depending on how a small business begins enrollment in Autobooks.
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First Use
Educational content delivered after payment enablement leads to a more than 2x increase in conversions from enrollment to payment acceptance.
Features and Functionality
Educational content to help an enrolled small business get paid with the features provided by Autobooks inside of their online banking.
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Ongoing Use
Beginning after a small business customer has accepted a payment into their Financial Institution account through Autobooks, with the goal of directing users to their Financial Institution accounts to drive long term payment acceptance through Autobooks.
In-depth features and functionality
Once a small business customer has accepted a payment through Autobooks into their Financial Institution account, educational content is provided to highlight Autobooks features and functionality. The goal is simple: convert users to power users, and keep them consistently logging into their Financial Institution accounts to get paid.
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Product Functionality
Beginning after a user has accepted Terms of Service, reminders of product functionality are sent to small business customers to drive long term product usage.
Features and Functionality Reminders
Periodically, small business customers will receive continuing education about Autobooks functionality. The continuing education can be around a specific theme like using a mobile device to accept payments, how to use a feature to collect payments at the end of the month, or reminders about general product functionality.
Product Updates
Communicating new features that make it easier to accept payments in a simple, how - to format to new and existing Autobooks users.
New Features
When new Autobooks features are released, Small Business customers receive notice and instructions on how to use new features in a simple how to or FAQ format, with corresponding support center information.
Customer Service Communication
Working tirelessly to provide the same type of world class service that small businesses receive through their financial institutions.
Customer Satisfaction (CSAT) Surveys
Autobooks strives to provide the world class service that small businesses are used to receiving from their Financial Institutions. Customer Satisfaction surveys are sent to promote continual improvement. Each response is reviewed by leadership and followed up on if needed.
Inbound Questions
Small business customers are able to engage with Autobooks support via phone, email or form submissions. Acknowledgements are sent for email and form submission questions to provide links to our support center for FAQs, and communicate general support hours.
Important Notifications
Key transactional communications directly related to Autobooks accounts.
Underwriting Status
In addition to timely notifications letting small businesses know they can accept payments, notifications are sent to small businesses if they do not meet underwriting guidelines to accept payments through Autobooks.
Payment Status
If additional information to processes a payment is needed or a chargeback occurs, we will reach out to inform the customer, and assist with appropriate next steps.