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)
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 ...
Deflect common requests and questions to self-service tools.
Use AI to help agents uncover the information they need, when they need it.
Design scalable, integrated architecture for seamless experiences across channels
Enable builders and contractors to track the progress of their new-build utility service requests.
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
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