In a recent survey, 62 percent of utilities said improving the customer experience is their top priority, and with good reason. In both regulated and unregulated markets, customers are demanding the same caliber of experience they receive from Amazon, Uber, and other industry leaders. The good news is that by offering in-demand capabilities like self-service applications and virtual agents (aka chatbots), utility customer care centers can significantly lower their per-contact costs, free their agents to focus on more challenging tasks, and improve customer satisfaction.
At Logic20/20, our Digital Customer Experience solution brings together the pieces you need to make your customer care vision a reality—from online account management to special portals for builders to FAQ chatbots and beyond.
Escalating customer expectations
High per-contact cost of phone calls
Legacy systems’ inability to scale
Shortage of customer data
High turnover in contact centers
Utilities can meet—and exceed—the high expectations of today’s digital customers while reducing overall costs and improving the employee experience for contact center agents. Common questions and requests can be delegated to chatbots and self-service tools, while agents can focus on building customer relationships. Specific wins include ...
1. Decreased call volumes
Reduce the number of costly phone calls by deflecting simple requests and questions to self-service tools.
2. Increased speed-to-resolution
Resolve customer issues more efficiently by helping agents uncover the information they need, when they need it.
3. Increased transparency into new build processes
Enable builders and contractors to track the progress of their new-build utility service requests.
4. Lower overall customer care costs
If an organization spends $6 per agent phone call and receives about 170,000 calls per year, deflecting 30 percent of those calls to self-service tools would yield an annual savings of $306,000 per year.
Digital customer experience
Self-service portals and enhanced online tools deliver the speed and range of services customers expect, contributing to an overall improved customer experience.
Builders and contractors can submit and check the status of their service requests without having to call the contact center.
Omnichannel customer experience
• Automation though FAQs, chatbots, and other self-service tools
• Intelligent automation through AI/ML for customers and agents, enabling faster time-to-resolution
• Messaging and voice channels
• Integrated customer data
• Push notifications on outages and other service issues
We implement proven best practices to make cloud workloads run reliably, resulting in improved uptime and increased customer trust
Our teams operate in continuous, seamless collaboration to ensure rapid delivery of premium-quality products.
We bring structure to your data to enable accurate analytics, regulatory compliance, and a 360-degree view of your customer.
For our clients in the energy industry, consumer expectations are being shaped by Amazon, Netflix, and other digital transformation trailblazers. Top-tier customer service is not a nice-to-have—it’s a vital revenue driver that can make the difference between business growth and flat or declining revenues ... Continue reading
Director, Advanced Analytics & Practice Area Lead
Director, Advanced Analytics
Senior Manager, Advanced Analytics
Senior Customer Success Manager
Senior Customer Success Consultant
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