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Our world relies on self-service options now more than ever, which explains why it has become one of the most transformative web services.Companies must be prepared to service customers at all times of the day because customers seek information and want answers 24x7,  at a speed much faster than traditional phone or email support. While web support may be the preferred communication tool for many people, even the digital millennials want the experience to be authentic, easy, and people-centered. So how do you automate your customer service to handle online utility service requests, and still keep it an engaging experience?

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Utility providers are in a constant crunch to find new efficiencies that will help them save money, and allow their organization to invest in the customer experience (CX). This is part of the ongoing pursuit to improve customer satisfaction.

However, in an industry as mature as the utility sector, finding these efficiencies is no easy feat. That’s why a large number of organizations are turning towards new technology solutions, which would ultimately allow utility companies to streamline operations and better service the end-consumer.

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Consumer expectations in today’s market are high. Even though the traditional utility provider - whether in the water, sewerage, electricity, gas or telecom industry - has little to no competition, their customers still demand high levels of customer service.

Additional competition from renewable energy options and the superior customer experience (CX) offered by today’s leading businesses, means your utility needs to do more now to satisfy customers than it has ever done in the past. 

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The New Year is here and many utility providers will be looking into ways that they can improve efficiencies and provide a better customer experience - that’s where smart forms and automated workflows come in.

For your customers to have a positive experience with your utility, it’s essential that you offer a world-class customer experience. This means it’s essential that your company meets ever-increasing customer expectations through the implementation of innovative technology. 

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For utility providers of all sizes, digital technology offers a powerful tool to improve business processes, increase automation, offer a better customer experience to clients, and update your customer service strategy.

Customers in the modern world demand answers, seek information and want far more engagement from utilities than ever before. Adopting the right technology is now more important for the long-term strategy of any utility provider. 

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Customer service has transformed over the past decade, and customers now demand answers, seek information and want engagement with their utility provider no matter what hour of the day. Automating your workflow is now essential to high-quality customer experience.

In fact, according to marketing research firm IDC, companies lose between 20 percent and 30 percent of their revenue annually due to inefficiencies in their customer service department. 

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“Customer experience (CX) refers to a customer’s experience with a company or brand, at all touchpoints. CX design focuses on creating an optimal experience for customers at all such touchpoints.” Interaction Design Foundation.

Customer experience should be at the forefront of your Utility’s customer engagement plan to ensure that your customers have a positive interaction with your brand every time they visit your website, customer portal, or even place a phone call.

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We live in an on-demand world. One of the most transformative aspects of the web is self-service; customers seek information and want answers 24x7, and at a speed many times greater than traditional phone support. While web support may be the preferred communication tool for many people, even the digital millennials want the experience to be authentic, easy, and people-centered. So how do you automate your customer service to handle online utility service requests, and still keep it engaging and a pleasant experience?

Read More