Customer Service Vs. Customer Experience: What’s the Difference?
Customer experience and customer service are critical to a utility provider’s customer satisfaction and engagement.They are often used interchangeably, but did you know that they are two different things?
3 Reasons Utility Providers Should Implement a Customer Service Portal
Over the years, customer service portals have proven to have significant benefits for customer-facing businesses in all sectors, including utility providers.
3 Reasons Why Your Customer Experience Strategy Isn’t Working
Improving the customer experience is a growing trend. Even with companies, like many of those in the utility industry, who have little-to-no competition, the customer experience is more important than ever before.
5 Important Customer Service Metrics For Utility Providers
Customer service metrics help you understand just how successful your customer service strategy is. Without them you would have no idea whether the tactics you’re implementing are driving results.
The Top 5 Utility Self-Service Trends Impacting the Industry Today
Customer self service portals are constantly adapting to meet the ever-changing needs of the customers using them. Sometimes trends stay the same for years and other times, shifts in technology and customer expectations bring forth the need for new and innovative ideas.
Is Your Utility Using Customer Engagement to Increase Satisfaction?
Commodity or differentiated service? Despite utility products traditionally being viewed as commodities, this concept is changing rapidly in recent years. It is now considered highly important for the utility industry to develop customer relationships that enable them to become a trusted service or energy provider. It is no longer enough for utilities to be just […]
How the Utility Customer Experience is Changing
Customers are used to receiving a personalized and responsible service in their daily interactions with brands like Amazon and Netflix, which have fundamentally elevated what customers expect from all of their business relationships. It’s because of this that utility providers are putting more effort into improving the customer experience than ever before.
5 Industries Where Customer Self-Service Portals Are Expected
Self-service portals have been helping consumers for the last few decades. A self-service portal usage has increased, more and more businesses have begun investing in them to improve customer engagement, save time, and reduce costs.
As Energy Prices Soar, Utility Providers Can Help Consumers Save Money
Much has been said about the soaring energy prices in Europe over the past few months. Whether it be theatres in Hungary closing due to energy costs or the risk of winter gas shortages in the United Kingdom. And it’s not just Europe. The rest of the world is either experiencing, or likely to experience, […]