Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – August 19, 2021

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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  • Aug 19, 2021

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 information about digital self-service for better customer care, the role of consistent communication in building customer trust, and more. Be sure to like and comment on your favorite posts. Happy reading!


Join the Movement for Equity in the Clean Energy Economy

Cindy Rogers

Link to original article:

In this post, new Energy Central member Cindy Rogers, VP Marketing at DEFG, describes a recent DEFG initiative, the Equity in a Clean Energy Economy (ECEE) Collaborative. This group brings together more than 300 stakeholders to identify new approaches and tools to address at-risk communities during the transition to a clean economy. It provides several research tracks to engage policymakers and energy providers to bring equity to the forefront of their decision-making processes.


How Digital Self-Service Is Transforming Utility Customer Service Experiences

Johnny Rosa

Link to original article:

The popularity of customer self-service within utilities was on the rise before the COVID-19 pandemic. Since the pandemic started, many companies have increased their reliance on self-service automation technologies, with even more increased demand as a result. In this piece, Johnny Rosa, Marketing Manager at Zappix explains that tools like robotic process automation (RPA) and visual interactive voice response (IVR) will continue to serve companies, including utilities, well in the post-pandemic era.


Data Shows More Communication Leads to Greater Trust for Energy Utilities

Maureen Mierke

Link to original article:

Trust between utilities and their customers is highly important but also difficult to maintain. Here, Maureen Mierke, Marketing Manager at Questline Inc. explains there are specific steps utilities can take to make such trust less fragile. The key is proactive communication, which can build trust, especially in challenging times, such as during the COVID-19 pandemic. However, communication during such periods shouldn’t come in isolation. Utilities should reach out in consistent, relevant, targeted ways to garner the best response.


Going Virtual With Home Energy Assessments, and Other Pandemic-Era Opportunities

Jim Madej

Link to original article:

Everyone who has lived through the past year and a half has been impacted by challenges brought about by the COVID-19 pandemic. However, this time has also brought innovation and ideas for better ways of doing things. For utilities, virtual programs such as virtual assessments are an example of an idea borne of necessity that will likely stick around. In this article. Jim Madej, CEO at Franklin Energy and AM Conservation Group explains how this approach can help U.S. households manage their energy use and cut costs during unpredictable times.


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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