QR, or quick response, codes are big business, from product packaging to building security. One hot area for QR codes is customer communications to improve customer experience and actions, including faster payments. While some use cases are common across industries, such as a QR code on a paper billing statement that drives consumers to an online payment portal, other uses can be industry-specific.
QR use cases by industry
QR codes cater to consumer expectations for convenience and digital options, including the more than 75% of U.S. consumers who prefer to pay their bills digitally, according to ACI/Speedpay®. Expresso® makes it easy for businesses to create, insert and manage QR codes without needing additional software or hardware.
Using QR codes unifies a company’s physical and digital communications and marketing while introducing a new level of interactivity and extending engagement with the brand. Consumers who scan a QR code demonstrate interest, a willingness to learn more and motivation to buy.
Here is a collection of ways each industry can make the most of QR codes for customer communications and payments:
Healthcare
- Faster payments. The most common QR code use in billing communications is to support quick and easy payments. Scanning a QR code on a paper statement takes patients to a secure online portal to view their bill details and make an electronic payment. This option can reduce the number of consumers writing and mailing checks for payment or calling the hospital’s billing department.
- Payment plans. A 2024 healthcare financial experience study from Cedar found that 73% of consumers prefer to spread out payments. This can help make healthcare bills manageable, particularly for younger consumers and those with high bills. Statement copy that offers self-service payment plans via a QR code that links to the payment portal can boost participation.
- Financial assistance. Similar to a QR code that links patients to payment plans, a QR code can connect patients to information about the hospital’s financial assistance programs. This can be particularly helpful for patients with difficulty affording their medical bills.
- Feedback surveys. Hospitals can use QR codes to link to patient satisfaction surveys. Scanning the code after reviewing the bill allows patients to conveniently provide feedback on their billing experience.
Credit & Collections
- Speed collections. Scanning a QR code on a statement leads consumers to a secure online portal to settle their debt quickly and easily using a debit card, credit card, or linked bank account. QR codes also can link a consumer to a discount for prompt payment. These options reduce reliance on traditional methods, such as mailing checks or money orders, potentially leading to faster collections.
- Self-service preference. More than half of consumers surveyed by ACI Speedpay said they avoid communications from debt collectors by ignoring phone calls and dunning notices. Over 40% said they’d prefer to set up payment plans or other arrangements on their own on a website or via a mobile device.
- Clear communications channels. A QR code can connect borrowers to various communication channels within the agency, such as a secure chat window to discuss payment options or ask questions about the debt, a dedicated phone number for personalized assistance and website information about online dispute resolution platforms.
- Financial education. For consumers struggling financially, the QR code could link to resources promoting financial literacy and information on government assistance programs.
- Sensitivity and legality. It’s important to ensure QR code usage complies with Fair Debt Collection Practices Act (FDCPA) regulations regarding communications frequency and content.
Vacation ownership
- Streamlined payments. The QR code can link to a secure portal where owners can easily submit maintenance fees, annual dues, or special assessment payments. This option reduces the need for mailing checks, entering lengthy invoice numbers, and potentially incurring late fees.
- Promotional content. To encourage resort reservations, QR codes that link to videos about the owner experience can engage owners and showcase the brand. Videos focus attention, efficiently present information, and evoke emotional responses.
- Innovative and immersive experiences. Use QR codes to offer virtual or augmented reality tours of resort properties along with content on resort news and announcements.
- Improve owner experience with their vacations. In confirmations and other vacation-related communications, resorts can describe amenities and offer easy sign-up to take advantage of the amenities, including restaurant reservations and resort activities.
- Election participation. QR codes can link to online ballots, increasing owner participation and chances of achieving quorum.
Auto finance
- Simplified payments. As with other industries, a primary QR code use case is to simplify the payment process. The QR code in a paper billing statement can link to a secure payment portal, allowing borrowers to make loan payments quickly and easily using digital and mobile devices. This option decreases mailed checks, potentially reducing late fees and improving payment consistency.
- Financial literacy. All borrowers can benefit from additional financial literacy resources. The QR code could link to a webpage with downloadable content or educational videos explaining loan terms, interest rates, credit score impacts, and budgeting tools and calculators to help manage finances effectively.
- Catering to people with lower credit scores. Leverage QR codes on invoices to improve communication and offer targeted assistance to borrowers. Linking to a landing page with information about credit counseling or debt management programs offered by reputable organizations may improve credit scores and financial health.
Property management
- HOA payments. By scanning a QR code on a paper statement, property owners can link to a secure online portal to instantly pay HOA dues, special assessments and late fees.
- Enhanced transparency. QR codes can link to a landing page with association meeting minutes or community updates.
- Targeted renovation communications. Owners considering renovations can link to HOA requirements and connect to resources for contractor recommendations or permit applications.
- Community engagement. QR codes on statements can build community ties by promoting special events, linking to videos about the events and boosting social media follows.
Mortgage
- On-time payments. A QR code on billing statements that links to a secure payment portal meets consumer expectations for digital and mobile options. It also reduces the time and effort required to complete a transaction, improving the customer experience.
- Product promotion. Mortgage servicers and lenders can also use a QR code to spotlight additional services such as bi-weekly payment plans, payment protection and credit protection.
- Proactive offers. Lenders can use QR codes to link to timely offers for refinancing as rates fall and mortgage holders begin to shop for better terms. Engaging consumers and enabling choice in refinancing to a lower rate, avoiding fees or paying loans off faster with shorter terms can build loyalty and trust.
- Timely communications. Remind mortgage holders they have 24/7 online access to their statements with a QR code link. This access is beneficial during income tax season.
Leverage smart QR code design
QR codes don’t need to be black and white. They can include color if the code uses contrasting colors, with the lighter color in the background. Image pre-processing testing will ensure QR code functionality. Companies can use corporate colors, incorporate brand-specific colors or match the colors of a marketing campaign.
It’s also helpful to include brief instructions near the QR code explaining how to scan it. Remember that consumers have varying levels of digital literacy. Companies should always offer alternative methods for accessing information and payments, such as phone support or mailing options.
By incorporating QR codes thoughtfully, companies can create a more supportive and informative experience. This can lead to improved payment behavior, increased customer satisfaction, and greater loyalty.
Please contact us to learn more about incorporating QR codes in billing and customer communications.
