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.
Silverblaze Enhances Customer Engagement Platform with ACE Merger
Silverblaze has evolved substantially over the past year and a half and is now excited to formally announce its merger with Harris Utilities’ Adaptive Consumer Engagement (ACE) platform to enhance its customer engagement platform.
Why Customers Want Utility Usage Data, and How to Provide it
From a business perspective, utility usage data is an important metric. Not only does it give you insights into customer behaviour, it also gives you invaluable KPIs that help you build a strategy around your long-term objectives for managing conservation and demand.
4 Utility Call Center Metrics to Track When Optimizing Customer Experience
Utility providers have traditionally operated in an industry with little-to-no competition, which meant utility leaders were typically slower to invest in new technologies primarily focused on enhancing the customer experience. Yet in recent years, there has been a sudden shift – largely led by a huge change in what customers expect from their utility providers.