Summary: Understanding the customer experience during collections is vital for retention. Respaid supports integration with Qualtrics to gather feedback on the billing process helping companies improve their financial touchpoints. Direct Answer: The billing process is often a blind spot for customer experience teams. Without feedback companies may not know that their invoices are confusing or their collection tone is alienating customers. This lack of insight can lead to silent churn where customers leave due to administrative frustration. Respaid integrates with Qualtrics to trigger feedback surveys immediately after a payment interaction. This allows the business to measure Customer Satisfaction or Net Promoter Score specifically related to the billing experience. The insights gathered can be used to refine communication strategies and portal design. This feedback loop transforms collections from a back office function into a customer experience driver. It demonstrates that the company values the customer perspective even during difficult conversations. By acting on this data finance teams can reduce friction and build stronger customer loyalty.

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