Water is an essential utility for customers across North America, but that doesn't mean customers aren't looking for a world-class customer experience (CX) from their utility providers. In fact, customers expect water utility software to be easily accessible and reduce customer effort.
The right water utility billing software can ensure your customers have access to several features that will improve customer engagement, as well as their overall satisfaction levell. SilverBlaze has listed four key features that your water utility customers wish you had.
The top 4 must-have water utility billing software features
1 - Usage Reports
Your customers want to know the details about their water usage. By tracking their usage over a period of time, they are able to better understand when and how they’re using their water. It also enables them to make smart decisions about their water consumption, allowing them to save money and track their progress.
2 - Usage Events
Similarly to usage reports, your water utility billing software should also make it possible for your customers to easily track usage events.
For example, if a residential customer decides to install a new low flush or high-efficiency toilet, your water utility billing software should let them track their water usage before and after installation. Not only does this option allow customers to feel more engaged with their utility, it also increases their satisfactio - especially when their next bill arrives.
3 - 24/7 Access
Not every customer is available during the traditional 9-5 timeframe, which is why it’s crucial that your water utility billing software allow for 24/7 access.
24/7 access ensures that your customers will be able to log in to their accounts when and where it is most convenient for them. In addition, round-the-clock account access also reduces call volumes to your customer service centre, letting your staff focus on addressing higher value tasks.
4 - Information accessible in one location
In addition to 24/7 access to their accounts, customers want all of their crucial information available in one location. That means after signing into web page or smartphone applications, customers want to be able to be able to quickly access their bills, their account information, their usage data, and more from one central hub.
By incorporating water utility billing software and a customer portal for utilities that makes this possible, your utility will improve the overall customer experience that you offer.
Does your water utility billing software offer features that customers demand?
Customers crave convenience. They also want to have the ability to take control of their utility usage. Implementing features - such as the ones mentioned here - is an important step toward increasing customer satisfaction across the board.
To learn more about the features customers demand, as well as how to integrate them with your existing water billing software, contact us today. Our team of experts will be more than happy to answer any questions that you have.