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If you’re a utility, then you should be looking to better understand your utility customer, so that you can improve the customer experience, enhance your own internal efficiencies and drive up utility customer satisfaction. But how? A utility customer portal can help you do just that. 

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There are two important components of successful utility customer service. The first is, of course, customer satisfaction while the second component is the internal efficiency of your customer service team.

There’s one customer service strategy that utility providers can use to help enhance both the customer experience and their own customer service efficiencies. Call deflection.

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 On-demand customer service has grown exponentially in the last few years, and it’s now a crucial aspect of the customer experience (for utility providers included). On-demand TV and movies are entrenched in the home entertainment industry, online shopping gives consumers the opportunity to purchase products whenever and wherever they are and smart devices connect us to our service providers 24 hours a day, seven days a week.

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In an industry as mature as the utility sector, finding new operational efficiencies is no easy feat. That’s why many utility providers are turning to automated processes to save time and money. 

This is particularly crucial for your utility’s customer service team, where a large volume of requests are being shared and transferred across departments. This will ensure day-to-day and customer service activities are completed in a timely manner, as well as eliminating any human error that might occur internally.

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“How do we better leverage technology and improve the customer experience?” That’s a question that businesses all over the world are grappling with as we transition into a world where online usage and customer expectations are increasingly growing.

In fact, according to an article published by McKinsey, “the companies that make the right investments now could build an enduring advantage in serving customers.”

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Did you know that utility providers typically lag other industries in creating “wow” moments, with just 33 percent of utility customers experiencing one of these experiences in the past year, according to a study from McKinsey.

According to the report, delivering stand-out moments that go above and beyond customers’ expectations can lead to dramatically higher utility customer satisfaction.

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If it’s not already, the customer experience (CX) should be top-of-mind for any organization in today’s world, especially considering the impact of the pandemic. Because of the changing landscape, companies have had to rethink their approach to establishing a strong customer relationship. Strategic objectives commonly include initiatives that aim to exceed customer expectations, boost customer loyalty, improve satisfaction and promote advocacy. 

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In the utility landscape, the energy consumers will often have to reach out to their utility provider for a number of reasons. Perhaps they need to update some information on their account profile, or maybe they are looking for outage updates, or quite simply, the consumer wants to know why their bill is so high.

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Changes in online customer behaviour has had huge implications on what customers now expect from the brands and service providers they do business with. In fact, the customer experience (CX) is now crucial for retaining highly-satisfied customers.

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Are you looking for a new way to deal with increasing customer expectations, providing your utility customers with a superior service that significantly boosts customer satisfaction levels? A utility customer portal software solution can help you do just that. 

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