Customer Care: Digital Experience
- Jul 28, 2021 6:45 am GMT
This item is part of the Special Issue - 2021-07 - Utility Customer Care, click here for more
Energy industry has been focusing on utility related services and not on customer care. Customer care was not the important initiative till recently as customers did not have to choose a utility company. Energy industry is the underperforming sector for customer care using digital platform. Customer expectation was related to personalization and customer convenience in their daily life. Recently many energy companies are looking to digital customer care initiatives to improve customer experience.
Energy companies are streamlining their business processes to reduce costs and improve bill presentment to the customers. These enterprises are looking into smart grid to improve the usage data collection. Smart grid helps in sending notifications to the customer about the bill and usage trends. Utility industry has been improving customer care using smart grid in the area of bill presentment. Customer care platform has self service feature which is online. Customers use self service to access bill and pay through the bank account or wallet.
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