Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – July 19, 2022

Posted to Energy Central in the Customer Care Group
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Freelance Energy and Technology Researcher and Writer, Final Draft Communications, LLC

Karen Marcus has 25 years of experience as a content developer within the energy and technology industries. She has worked with well-known companies, providing direction, research, writing, and...

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  • Jul 19, 2022

Welcome to the Customer Care Group roundup, Customer Corner. As always, your fellow group members are paying close attention to utility customer care trends and sharing their insights. This month’s selection includes the benefits of real-time bill payments, what to post on social media, and more. Be sure to like and comment on your favorite posts. Happy reading!


Tips for Talking to Customers About Rising Energy Rates

Bethany Farchione

Link to original article:

Given the high cost of gas and inflation in general, now is a great time for utilities to proactively talk to customers about rising energy prices. In this post, Bethany Farchione, Marketing Director at Questline Inc. offers some suggestions for effectively delivering this difficult news. They include acknowledging customers’ feelings, being transparent, and providing resources to help people reduce energy consumption.


Why Consumers Want Real-time Bill Payments – And Why Utilities Should, Too

Christopher Johnson

Link to original article:

Real-time payments include tools like mobile bill presentment in which the utility bill is delivered through a customer’s digital wallet, and Request for Pay in which payments are matched to available funds. In this article, Christopher Johnson, Head of Biller Solutions at Fiserv explains the value of this type of billing for both customers (such as not having to worry about late fees) and utilities (such as happier customers and cost savings). He also provides steps for utilities to get started with and overcome barriers around real-time payments.


Your Utility on Social Media: Avoid the Controversy

Andy Gotlieb

Link to original article:

In the polarized world of social media, people and companies that don’t want a big fight on their hands should stay away from controversial subjects – a list that’s growing longer by the day. In this piece, Andy Gotlieb, editor of a specialty publication and former public relations practitioner explains what topics to avoid (hot-button issues include politics, gun control, and COVID) and those that are more likely to be well-received (including holidays, weather-related information, and energy-saving tips).


Utility Billing – There’s an App for That!

Nevelyn Black

Link to original article:

Everyone knows how useful apps can be, yet one-third of large utilities still don’t have one. Here, Nevelyn Black, independent writer explains that many of these companies are in the process of changing that. The apps they’re offering include payment solutions that help to reduce payment-related customer service calls and improve customer satisfaction, and chatbots to help customers get immediate answers to their questions.


Thanks again for reading this edition of Customer Corner! The authors listed above are eager to hear your thoughts and questions, so don’t hesitate to engage them. And if you want your content to be featured in this spot in future issues, be sure to publish your posts within the Customer Care Community.

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