Sharing is Caring - Boost Customer Care with Data Sharing?
- Oct 21, 2021 4:38 am GMT
Have utilities been overlooking an opportunity to retain customers and build brand loyalty? Creating a positive customer experience in the age of instant gratification is a challenge for any business but especially for utilities. There’s got to be a better way to improve customer service and meet the expectations of the average consumer. Is there an app for that? Yes there is and according to researchers, that app should be sharing data with customers. This idea may go against the grain for some. A Harvard Business Review survey found that 74% of companies experience leadership or cultural reluctance to use data and analytics to their fullest. However, “Data and Analytics leaders who share data to external audiences generate three times more measurable economic benefit than those who do not,” according to Gartner. Utilities must share insights and recommendations from data with customers. This will enable customers to be more successful with products and services and lead to an improved customer experience. New technologies allow companies to have greater control over the overall customer experience. AI chatbots reduce call center queries and cloud-based CRM solutions can provide ease of use and integration with other apps. DNV, an independent expert in assurance and risk management, uses data to identify problem areas and potential issues for customers before they happen. Their analytics platform, ‘Cascade Insights’ provides data about equipment and processes that are at risk of or are performing sub-optimally. It not only saves money, it is also a source of subscription revenue. Companies that take a more proactive role in communicating with customers will increase the ease and effectiveness of the customer’s experience. Among the challenges utilities face are knowing and identifying their customers. Companies that actively listen to their customers and solve problems can build brand loyalty. Navigating user-unfriendly websites frustrates customers and forces them to use call centers. This wastes time especially if the issue is one they can remedy themselves through self-service applications.
No discussions yet. Start a discussion below.
Get Published - Build a Following
The Energy Central Power Industry Network is based on one core idea - power industry professionals helping each other and advancing the industry by sharing and learning from each other.
If you have an experience or insight to share or have learned something from a conference or seminar, your peers and colleagues on Energy Central want to hear about it. It's also easy to share a link to an article you've liked or an industry resource that you think would be helpful.