Payment Confirmation Email

IVR Payment Flow Sample

One-Time Payment Experience

Ambit Energy, Customer Experience Manager

Project Intent

• To improve payment experience by informing customers when a payment is received.

Audience

• Customers making a one-time payment on MyAmbit Account or through the IVR.

Challenge

• Customers make payments but are never notified if the payment goes through or fails and they should be concerned.
• Customers are not notified if payment fails, but rather discover with disconnect notice or their bank statement.
• Payment received when submitted online but may take several days to process.

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Solution | Skills Contributed

• Created new payment confirmation email by designing, copywriting and building out email in Marketo platform.
• Wrote script and coordinated recording of message informing customers of failed payment.
• Remapped IVR payment flow for customers paying by phone.