Abstract
E‐billing has certainly evolved over the past 15 years from simple websites for viewing bill images and limited payment options to a complex array of customer interaction channels across email, biller websites, bank sites, virtual filing cabinets, and mobile devices. The key to high paperless billing rates is delivering choice to your customers and giving them access to their bills when and how they prefer to engage. The approach “build it our way and they will come” no longer works, resulting in low e‐bill adoption rates and a frustrated customer base. Crucial for any biller is to understand how each e‐bill engagement channel works, how it has been successful for other billers, and how you can harness its value. This article provides a detailed description of each e‐bill channel and its benefits, including specifics on adoption metrics and how each channel applies to specific demographics and customer preferences.
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