Can Utility Companies Catch Up With Customer Expectations?
- Apr 8, 2019 2:11 pm GMT
Modern customer service transcends industries. Consumers compare their experience working with Amazon to the experience they get at their local hardware store. Every CX department today must hold their own against agile, modern powerhouses like Uber.
Andrew Heath, Senior Director of the Utilities Practice at J.D. Power, says, “…interacting with their utilities — whether to check usage, pay a bill or report an outage —often seems like a step back into the dark ages of technology.” Many times, even simple tasks become cumbersome and difficult experiences for utility customers. Even as consumers enjoy up-to-the-minute alerts on the status of the products being delivered to their door, just checking usage can mean many minutes spent on hold on the phone.
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