Helping small businesses get paid is what we do
Turning on Autobooks for your customers also turns on a powerful education and retention engine, resulting in an average increase total processing volume of 1.5x†
Customer Education
Providing answers to FAQs and step by step instructions to get paid after enrolling in Autobooks
Initial Awareness
Communication after accepting Terms of Service to welcome Small Business customers to Autobooks and provide account status
Account is ready
Account is ready
Acknowledging enrollment in Autobooks and communicating key details like processing rates
Enabled to accept payments
Enabled to accept payments
When a small business customer needs to be notified of payment enablement, they receive notice that includes FAQ content and their processing rates.
Email Example 1 Email Example 2*Email Example 3Email Example 4*
*Email Example 2 and Email Example 4 are only sent if your financial institution has made Tap to Pay on iPhone available. Click here to learn more.
Additional information needed
Additional information needed
When a small business enrolls and needs to provide additional information to become payment enabled, they receive communications providing FAQ content about Autobooks. Communications will stop if enrollment is completed.
Email Example 1 Email Example 2 Email Example 3 Email Example 4
First Use
Educational content delivered after payment enablement leads to a more than 2x† increase in conversions from enrollment to payment acceptance.
Features and Functionality
Educational content to help an enrolled small business get paid with the features provided by Autobooks inside of their online banking.
If a small business has received all of the emails shown without accepting a payment, they are re-sent with updated subject lines and introductions. The call to action is simple: log into online banking and accept your first payment. If a small business accepts a payment throughout this journey, they will stop receiveiving the subsequent emails.
Email Example 1 Email Example 2*Email Example 3 Email Example 4 Email Example 5
*Email Example 2 is only sent if your financial institution has made Tap to Pay on iPhone available. Click here to learn more.
Ongoing Use
Beginning after a small business customer has accepted a payment into their Financial Institution account through Autobooks, with the goal of directing users to their Financial Institution accounts to drive long term payment acceptance through Autobooks.
In-depth features and functionality
In-depth features and functionality
Once a small business customer has accepted a payment through Autobooks into their Financial Institution account, educational content is provided to highlight more in depth Autobooks features and functionality. The goal is simple: convert users to power users, and keep them consistently logging into their Financial Institution accounts to get paid.
Email Example 1 Email Example 2* Email Example 3 Email Example 4 Email Example 5 Email Example 6 Email Example 7
*Email Example 2 is only sent if your financial institution has made Tap to Pay on iPhone available. Click here to learn more.
Re-engagement and payment acceptance
Re-engagement and payment acceptance
After a small business has accepted a payment through Autobooks, we want to make sure they don't leave for a third party payment app that could take them out of their Financial Institution account.
Simple reminders are sent with a call to action to log into online banking and get paid.
Email Example 1 Email Example 2 Email Example 3 Email Example 4
*Email Example 4 is only sent if your financial institution has made Tap to Pay on iPhone available. Click here to learn more.
Service outreach
Service outreach
Proactively reaching out to provide 1:1 service to assist a small business customer with getting paid through Autobooks into their Financial Institution account.
Product Functionality
Beginning after a user has accepted Terms of Service, reminders of product functionality to promote payment acceptance through Autobooks into FI accounts are sent to small business customers.
Features and Functionality Reminders
Periodically, small business customers will receive continuing education about Autobooks functionality. The calls to action are simple: use a particular feature to help accept a customer payment. The continuing education can be around a specific theme like using a mobile device to accept payments, or how to use a feature to collect payments at the end of the month.
Email Example 1 Email Example 2
Product Updates
Communicating new features that make it easier to accept payments in a simple, how - to format to new and existing Autobooks users.
New Features
When new Autobooks features are released, Small Business customers receive notice and instructions on how to use new features in a simple how to or FAQ format, with corresponding support center information.
Customer Service Communication
Working tirelessly to provide the same type of world class service that small businesses receive through their financial institutions.
Customer Satisfaction (CSAT) Surveys
Customer Satisfaction (CSAT) Surveys
Autobooks strives to provide the world class service that small businesses are used to receiving from their Financial Institutions. Customer Satisfaction surveys are sent to promote continual improvement. Each response is reviewed by leadership and followed up on if needed.
From 2022 to 2023, there has been a 12% increase* in Customer Satisfaction survey (CSAT) promoters. A promoter is considered a survey respondent that is Happy with the service provided.
Inbound Questions
Inbound Questions
Small business customers are able to engage with Autobooks support via phone, email or form submissions. Acknowledgements are sent for email and form submission questions to provide links to our support center for FAQs, and communicate general support hours.
Important Notifications
Key transactional communications directly related to Autobooks accounts
Underwriting Status
Underwriting Status
In addition to timely notifications letting small businesses know they can accept payments, notifications are sent to small businesses if they do not meet underwriting guidelines to accept payments through Autobooks.
Email Example 1 Email Example 2 Email Example 3 Email Example 4
Payment Status
Payment Status
If additional information to processes a payment is needed or a chargeback occurs, our team will reach out on a 1:1 basis to inform the customer, and assist with appropriate next steps.
Payment acceptance limits
Payment acceptance limits
When small businesses require or ask for higher processing limits, notifications are sent to provide updates on what their processing limits are.
†Please note: the email examples provided above are live emails that are sent to customers, and are populated with some test information. For example, CTAs may point directly to your financial institution's site, and instances where [Your Financial Institution Name] is listed may be replaced with your financial institutions name (instead of saying "login to your [Your Financial Institution Name] account, it will say your financial institution's name"). The examples shown are meant to provide an overview of all the ways Autobooks communicates with small business customers, however there may be multiple variations of communications shown based on the Autobooks features enabled by your financial institution, what features the customer has opted into, where they are in the customer journey, or future product updates and enhancements. Metrics shown are based on average performance of current Autobooks customers, and not indicative of future performance, or performance for your financial institution.