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A Utility Company’s Services & Brand Experience Needs to be Multi-Platform

Posted on Oct 24, 2017 2:30:00 PM

Mobile devices used in a commercial environment have seen a stratospheric increase, and if your website is not mobile-friendly your business is at a disadvantage from the get go. According to KCMB more time is spent accessing digital content on mobile devices versus desktops in the USA. Of the 5.6 hours per day spent online viewing digital media, 52% of the time was on mobile versus 48% desktop.

Multi-platform ownership is the norm in North America, so consumers will interact with a brand on their mobile device as well as desktop systems. It is essential that websites are fully optimized for all platforms.

If you’ve ever been on a website that isn’t mobile optimized you’ll know. On your mobile device it’ll load slow, look messy and you’ll have to scroll sideways, or zoom in, to get all the information you need. The sub-par experience is frustrating and leads to visitors leaving your site quickly.

When accessing the internet on a phone, mobile users are looking for quick, digestible information. Navigation has to be clear and content needs to be responsive to the size of the device, so there is no extra horizontal scrolling. A positive mobile-friendly experience provides a seamless customer experience with a brand’s desktop version of their website, and improves trust. Content that doesn’t display properly on a mobile device leaves the impression that something is broken and this reduces customer confidence.

Getting the customer experience right for a mobile user is critical for usage, retention, and branding.

In the Utility industry, customers traditionally spent time interacting with their provider regarding service requests and billing; With the adoption of web based customer portals, much more content is available to the customer thus creating more opportunities for brand interaction.

Utility platforms provide digital data to both the Utility and the customer. A consumer benefits from value-added analysis and tracking of their consumption over time. This helps a consumer make decisions about managing their usage. At the same time, Utilities learn more about their customer, what information is of more interest and how they can better engage.

With Smart household technology, more and more consumers are using mobile apps to operate appliances and look after their home environment. Viewing energy or water consumption on a phone is a natural fit with this technologically savvy homeowner.

These trends all indicate that Utility companies need to implement web based platforms that help consumers access information and services across multiple devices.

Our customer portal Capricorn, provides a white-labelled (fully customizable) web platform for Utility companies. The Capricorn portal is designed to be viewed on all devices, so your customer can take advantage of all its features, and have a consistent and positive brand experience on desktops, mobile phones or tablets.

To find out more about our Capricorn Platform and schedule a demo please contact us.

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Topics: SilverBlaze Customer Portal, Customer Engagement, Utilities Trends