Industry & logistics
Explain the bill, the plan and how to switch
Show customers how their bill is structured, how a rate plan works and how sign-up or moving house works.
Capri Video · Updated · 1 min read
The energy bill is one of the most asked-about documents in customer service. Base charge, usage charge, estimated payments: many customers do not understand them. An energy provider explainer video explains the bill or a plan and takes pressure off the call center.
Teach customers to read a bill
Show a sample bill and highlight the items one by one: usage, base charge, usage charge, payments already made, balance. Time-of-use plans, feed-in or heating each deserve a film of their own. Moving house and meter readings can also be explained in a few steps.
What to bring to the brief
A sample bill, plan description, sign-up and moving steps and customer portal screens.
Prices change. Work with clearly marked sample values and keep current prices on the rate sheet.
Where the video can help
Use it in the customer portal, in the billing email and on the plan page. Ask customers what their monthly payment means. If fewer billing calls follow, the film is doing its job.