According to a 2014 Pew Research Study 47% of adults making less than $30,000 per year own a smartphone. The same study found that 34% of mobile users go online mostly through their phone.
A huge connection can be drawn here. More than one third of the adult population is accessing the World Wide Web through mobile only, likely avoiding the excess expense of WiFi and computers at home or work. This trend toward mobile-only Internet access is gaining momentum, and in 2013 the Harvard Business Review published a piece on The Rise of the Mobile-Only User.
This fact alone is a powerful reason why billers should embrace mobile technology. If not, you’re potentially overlooking a significant portion of your customer base that has no way to access your customer self-service offerings.
Billers should offer compelling mobile options that include a full-complement of mobile bill-pay services that reach these new customers in the same ways that reflect their everyday communication methods. Services should include Pay-by-Text, downloadable mobile apps, and responsive mobile web sites that work well on any size screen.
By reaching these new customers, your overall adoption rates will rise substantially with “net new” customers … ones that otherwise wouldn’t be able to access your other online payment channels. It’s a win-win situation and a great opportunity for additional cost savings for your business.