InvoiceCloud Report: Path to Universal Online Bill Payment
InvoiceCloud, a provider of digital bill payment solutions, has released a report revealing the reasons behind the bill payment digital divide, explaining in detail how ingrained habits and anxieties are holding back technological advances.
For decades, paper invoices have posed late fee risks for American consumers to some extent, while the rise of online bill payments has offered a faster and more convenient checkout method. However, online billing has not yet become widespread, with a significant portion of the population still adopting a wait-and-see attitude, especially among older adults, non-English speakers, check dependents, and those without bank accounts.
A report from digital billing solutions provider InvoiceCloud reveals the underlying reasons behind the digital payment gap. The study intriguingly depicts how entrenched habits and anxieties hinder technological progress.
Take mobile wallets, for instance. Despite 78% of respondents aged 55 and older, and 83% of non-English speakers and respondents without bank accounts expressing interest in digital payments, many are not proficient with mobile wallets like Apple Pay and Google Pay. Many remain unfamiliar with their functionalities and are unsure about trusting them with sensitive financial information.
This hesitancy mirrors the public's initial wariness towards ATMs in the 1970s. However, over time, ATMs have become ubiquitous in our financial landscape.
The InvoiceCloud report also emphasizes the importance of building trust through clear communication. For those heavily reliant on checks, concerns about forgetting payments and incurring late fees are major barriers to adopting online bill payment. This concern is particularly prevalent among non-English speakers and check dependents (both at 27%). A simple solution could be timely notification reminders, which all surveyed groups expressed interest in, with 24% of those without bank accounts and 36% of non-English speakers showing interest.
Surprisingly, security concerns, a significant early obstacle in the development of online commerce, do not hold a high place in respondents' minds, indicating public confidence in financial institutions and online payment platforms. Perhaps this is partly due to the widespread adoption and development of online banking and shopping.
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