Utilities need to enhance customer service by turning off paper and offering innovative digital solutions
- Jan 24, 2019 10:04 pm GMT
This item is part of the Special Issue - 2019-01 - Predictions & Trends, click here for more
Utility companies tend to only communicate with customers at billing time. According to J.D. Power’s 2017 Residential Electric Utility Customer Satisfaction Study, less than half (43%) of customers recall receiving communications from their utility.
While some utilities might provide limited services online through a portal, the sector is not as focused on improving customer service through digital processes as, for example, the retail/ecommerce sector. Many utilities are yet to implement and experience the benefits of digital customer communication.
But change is on the horizon...We believe utilities will begin shifting their focus to customer experience. Digital transformation is disrupting the utility sector, forcing more utilities to provide customers with options to interact with them digitally. This involves the distribution of personalized, interactive and relevant communication through the customer’s channel of choice, which they can access anywhere, anytime and via any internet enabled digital device.
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