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, […]
Digital Trends: Your Utility Customer Might Not Want to Call
An emerging trend in today’s digital world is that customers don’t want to talk to businesses. This doesn’t mean they don’t want to interact with you. Instead, they want you to make it easy for them to find the information and tools they need without ever speaking with your support team. Every time a new […]
9 Reasons Why Utility Providers Should Be Using Online Billing
Receiving and paying a bill is one of the few times that utility providers interact with their customers. In the past, this process was slow and inefficient. Paper bills would be sent out to customers via post, customers would receive the bill and then head to their local office or bank to make a payment. […]
3 Ways a Negative Customer Experience Impacts Utility Growth
The customer experience (CX) is the overall perception and feelings customers have towards your utility brand when they access your services. It embraces every interaction your customer has with your utility, whether it be resolving an issue, changing their contact information or receiving usage alerts.
What Is Customer Effort Score And Why Does It Matter for Utilities?
There are three main customer experience metrics that utility providers should be tracking to determine how happy their customers are. These are Customer Effort Score (CES), Net Promoter Score (NPS) and Customer Satisfaction (CSAT).
5 Best Utility Billing Software Features Your Customers Want
The vast majority of utility providers across North America have little-to-no competition. Traditionally this has stopped utilities from spending on technological innovations and other developments that improve the customer experience (CX).
Utility Digital Transformation: What Is It And Why You Need It
To reach high levels of customer satisfaction in today’s world, it is critical that utility providers digitally transform their business. Technology helps utilities meet the needs of their customers, improves customer engagement, increases internal efficiencies and improves the bottom line.
