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Improving a utility’s customer satisfaction is largely driven by the customer experience (CX) and the benefits of internal efficiencies. It’s for that reason modern utilities simply must focus on reducing friction in their customer support strategies. To do this, utility providers must implement new changes that will reduce customer effort and improve customer engagement.

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The most important consideration for the success of your utility is its customers. Engagement is a crucial aspect of the customer experience, and creating satisfied customers should be at the heart of every utility’s business model. 

With that being said, a protected customer is a satisfied customer; therefore protecting your utility’s customers from external scams should  be a priority. This is particularly important right now since utility scams are on the rise in a number of locations across North America. 

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Utility providers are taking a growing interest in customer experience strategies in a bid to boost customer satisfaction and engagement, knowing technologies play an essential role in that. In fact, research from McKinsey’s Journey Pulse survey in utilities shows that delivering stand-out moments that go above and beyond customers’ expectations can lead to dramatically higher satisfaction.

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Technology has been driving the way we do business across all industries for decades, but in the last few years particularly, it seems to be accelerating dramatically with innovations and changes happening almost overnight.

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Utility service outages are a leading cause of call center overload; in return, the consumer receives lower-than-average customer service. Companies that are able to notify customers in real-time of emergency outages, brief service interruptions, and scheduled maintenance outages are able to reduce the strain on customer service representatives.

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Todays’ customers now expect to be able to engage with the companies on their preferred device, at any time. As a result, mobile device usage for commercial companies has seen a stratospheric increase in the last few years.

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The utility landscape has been changing dramatically over the past few years. No longer do customers want their utility provider to be just a name they see on their monthly bill. Consumers expect increased communications, better customer engagement, and more advice and control on their utility usage.

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Traditionally, utility providers have been reluctant to change the way they internally operate and how they interact with consumers. Utility providers not only face direct competitors within their respective markets, but indirect as well – whether that be in the same competitive landscape or not.

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Utility providers have traditionally taken a wait-and-see approach to advanced technologies, not often jumping in to be early adopters of innovative tech.

This has changed in recent years. With the customer experience (CX) advancing dramatically across all sectors, utility providers must invest in advanced technologies to remain competitive. Doing so would improve their internal efficiencies and enhance the user’s journey to ensure customer satisfaction.

Virtual reality (VR) and augmented reality (AR) are examples of such a technology that can help utility providers improve internal efficiencies, minimize operational costs, provide better experiences to customers and much more.

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Providing your utility customers with a self-service customer portal option can help improve your billing capabilities, reduce the strain on your internal resources and a wide range of other benefits that drive your utility’s revenues.

Perhaps most importantly, it can help you engage with your customers and provide them with a better overall customer experience.

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