Autobooks Customer Education and Service

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

Acknowledging enrollment in Autobooks and communicating key details like processing rates. Content delivery varies depending on how a small business initially enrolls in Autobooks.

 Email Example 1 Email Example 2Email Example 3

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

When a small business begins enrollment and needs to provide additional information before becoming payment enabled, they receive communications providing FAQ content about Autobooks. Content varies slightly depending on how a small business begins enrollment in 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.

Content delivery varies depending on how a small business initially enrolls in Autobooks. If a small business accepts a payment throughout this journey, they will stop receiving subsequent emails.

 Invoicing Email Example 1 Invoicing Email Example 2Invoicing Email Example 3 Invoicing Email Example 4 Invoicing Email Example 5Payment Link Example 1Payment Link Example 2Payment Link Example 3Payment Link Example 4Payment Link Example 5

*Please note, the emails shown mention Tap to Pay on iPhone. If your financial institution has not made Tap to Pay on iPhone available, content and processing rates associated with Tap to Pay should not be shown in the emails sent. Click here to learn more about Tap to Pay on iPhone.

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

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

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. 

 Email Example 1 Email Example 2 Email Example 3 Email Example 4

*Email Examples 3 and 4 include mentions of Tap to Pay on iPhone. If your Financial Institution has not made Tap to Pay on iPhone, those content blocks should not be shown. Click here to learn more about Tap to Pay on iPhone.

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 are sent to small business customers to drive long term product usage.

Features and Functionality Reminders

Periodically, small business customers will receive continuing education about Autobooks functionality.  The continuing education can be around a specific theme like using a mobile device to accept payments, how to use a feature to collect payments at the end of the month, or reminders about general product functionality.

 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.

 Example Email 1 Example Email 2

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

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.

Email Example

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.

Email Example

Important Notifications

Key transactional communications directly related to Autobooks accounts

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

Payment Status

If additional information to processes a payment is needed or a chargeback occurs, we will reach out to inform the customer, and assist with appropriate next steps.

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.

 Email Example 1 Email Example 2

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.