Shannon Denniston, CCXP
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Payment Confirmation Email
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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.
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