Transforming the
Utilities Customer Experience

Meeting—and exceeding—escalating customer expectations

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.

68% of consumers say the pandemic elevated their expectations of companies’ digital capabilities. (Source)

70% of consumers say they already use or are interested in using chatbots for simple customer service requests. (Source)

62% of utilities say their top priority is improving the customer experience—more than cited lowering costs and increasing revenues. (Source)

Case Studies

Shrinking a telecom's call center wait times—and saving them over $100 million

Elevating a utility's online experience with an end-to-end digital strategy

Elevating a utility's customer experience with an end-to-end digital strategy

Transforming a utility’s "My Account" site to create an engaging online customer experience

Challenges

Escalating customer expectations

High per-contact cost of phone calls

Legacy systems’ inability to scale

Shortage of customer data

Budgetary pressures

High turnover in contact centers

Future vision

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 ...

Decreased call volumes

Deflect common requests and questions to self-service tools.

Increased speed-to-resolution

Use AI to help agents uncover the information they need, when they need it.

Seamless omni-channel experiences

Design scalable, integrated architecture for seamless experiences across channels

Increased transparency into new build processes

Enable builders and contractors to track the progress of their new-build utility service requests.

Ebook

Powering up the utility customer experience

Utilities can meet their expectations by leveraging technology—self-service portals, omnichannel service, and smart agent tools—to create an experience that will grow lifelong customers who trust their providers.

Get the Ebook

Woman checking information on phone in kitchen

Insights

Featured Insight

Customer service transformed: a powerful business growth driver

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

Insight

How virtual agents lower customer service costs

Podcast

A 360-degree solution to "Customer 360"

Insight

Technology matters: 4 AI-enabled tools for enhanced customer service

Insight

How the AI-powered customer journey will transform digital experiences

Insight

Customer Stories: Scaling digital messaging to improve customer care