In the utility landscape, the energy consumers will often have to reach out to their utility provider for a number of reasons. Perhaps they need to update some information on their account profile, or maybe they are looking for outage updates, or quite simply, the consumer wants to know why their bill is so high.

Changes in online customer behaviour has had huge implications on what customers now expect from the brands and service providers they do business with. In fact, the customer experience (CX) is now crucial for retaining highly-satisfied customers.

Are you looking for a new way to deal with increasing customer expectations, providing your utility customers with a superior service that significantly boosts customer satisfaction levels? A utility customer portal software solution can help you do just that. 

Big data has been a huge talking point in the business world for a few years now. It involves organizations generating an inconceivable amount of data and then analyzing that information in an effort to improve customer satisfaction while building more efficient processes.

In fact, according to this infographic from FinancesOnline, businesses that leverage big data can drive profitability by as much as 8 to 10 percent. There’s no surprise that’s the case when 66 percent of customers now expect companies to understand their unique needs and expectations.

If you’re actively looking to improve your utility’s customer service, then you’re probably aware just how important it is to provide a superior utility customer experience (CX) that focuses on reducing customer effort and enhancing customer engagement. 

For many years, little was known about how customer satisfaction benefitted utility providers. This, combined with the industry’s low level of competition, meant utilities typically didn’t invest heavily into their customer service offering. 

Did you know that according to a study from Adobe and Forrester Consulting, customer-focused companies increase their revenue 1.4 times faster than non-customer-focused companies?

In fact, even utility providers who traditionally have no market competition can still boost their profitability by providing an excellent customer experience (CX) and world-class customer engagement. 

On our blog here at SilverBlaze, we discuss many of the benefits of a utility customer portal and how it can transform your customer satisfaction levels by increasing customer engagement, improving personalization and helping build a superior customer experience.

Did you know that a utility customer portal designed specifically for the utility industry can also significantly improve how you internally manage your website?

Traditionally, utility providers haven’t been known for providing an amazing customer experience (CX). With customers typically having no choice in which company they use, utilities in the past haven’t seen the value in prioritizing customer satisfaction or experience.

However, as customers come to expect improved experiences, greater personalization and seamless customer support with all of the organizations they deal with, utility providers are increasingly seeing the customer experience as an opportunity to delight their customers.

Changes and advancements in technology are transforming how organizations operate in all industries. New tools give companies profound insights into data, access to new internal efficiencies, more personalized customer service opportunities and a huge number of other benefits.