Why Utilities should stop throwing money to push user adoption portals instead enable simple and easy to deploy digital interactions
- May 29, 2020 2:03 am GMT
This item is part of the Special Issue - 2020-05 - Customer Care, click here for more
Problem statement: Customer experience tools are often too complex and don’t alleviate cumbersome processes
In today's world, where consumer expectations are driven through the use of tools such as Alexa, Amazon and Uber, customers are expecting more from their utilities. They expect flawless, on demand, experience to address their utility needs such as scheduling, confirming service appointments, accessing their bill and disputing a bill. And at times, an experience that’s not burdened with having to download yet another APP just to interact with the utility. The trend of late has been utilities spending millions of $s on customer experience applications which attempt to practically solve world hunger, but the user adoption rate is very low after the utility has made a rather sizable investment in purchasing and deploying these heavy and sometimes over complicated applications. I am one of the end customers trying to navigate through a complex maze of customer portal of my electric utility. It took me 10 mins to find how to change my Autopay and imagine the plight of non-tech savvy users if I am a tech savvy user who is having trouble.
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