AT&T is adopting a new strategy when it comes to customer billing. Rather than let customers figure out on their own the differences between voice charges, data charges and one-time charges, the carrier is sending out video bills that explain charges line-by-line. The video is personalized to each account and provides and audio and video overview of the customer’s monthly bill.
The carrier started providing the service to several thousand wireless customers in the Mountain Time Zone and expects to roll it out nationwide in early 2013. Customers who already receive these bills seem to like them — 80% of customers watched the entire 3-minute video bill and 85% said they find the video bill helpful.