What Payers Want to Handle Themselves

Many payment calls are not complex problems. They are payers asking about something they could have checked themselves, if they had a simple way to do it.

Payers manage almost everything else on their own now, from their phones, on their own schedule. They expect self-service government payments to work the same way. Here's what they want to handle themselves.

Can payers pay without creating an account?

Not every payer wants an account, and they shouldn't need one. Requiring an account before someone can pay adds a step, and some payers will leave rather than take it. A quick guest option keeps one-time payers moving.

How do payers confirm a payment went through?

"Did my payment post?" is a familiar payment question. A receipt at the end of every payment, and a history payers can find later, can answer it without anyone picking up the phone.

What do payers want in an account?

Payers who do choose an account want their payments, receipts and saved payment methods together. When it's all in one place, they check it themselves instead of calling.

Can payers make changes themselves?

When a payer can update a payment method or change a scheduled payment themselves, a request that used to take a phone call takes a few taps.

How does self-service reduce call center volume?

Every payment question takes staff time. Look at the calls your office handled last month. How many were payers asking for a receipt, checking whether a payment posted, or trying to change something they could have managed themselves? Each one is an opportunity for better self-service to give time back to your team.

How AllPaid approaches it

Across 3,000+ agencies, these are the things we see payers want most, and they're how AllPaid is built. Payers can always pay as a guest. Those who create an account see their payment history, a receipt for every payment and saved payment methods in one place, and can manage scheduled payments themselves.

Take the self-guided tour.