Pages

Monday, November 01, 2021

Adoption of e-Delivery for Documents

Companies would like customers to opt for e-Delivery of bills, statements and other documents. It saves the company a non-trivial amount of money, and is environmentally beneficial. 

Sometimes a user concern is that they will lose access to the account, perhaps because they (unwisely) chose a work email address (don't get me started). Or the e-Delivery notifications will go into their spam folder. Or they are just bad at email.

I can think of a good mitigation. If a consumer hasn't accessed a company's online portal in, say, 6 months, that should trigger a paper delivery of the next document (bill, monthly statement). Included in the paper document should be an explanation, and the option to convert to paper by scanning a QR code. That also might be used as a way to regain access to their online account, in the event that is the problem (subject to security considerations). 

No comments:

Post a Comment