White Paper

Improving CX in the Utilities Industry

Posted to Salesforce in the Customer Care Group
image credit: Salesforce
Sharon Talbott's picture
Director of Product Marketing, Energy & Utilities, Salesforce Industries Salesforce

Sharon Talbott has been a technology marketer in energy and cleantech for over a dozen years, focused on customer experience and digital solutions for electric, gas and water utilities. Trained...

  • Member since 2021
  • 3 items added with 1,009 views
  • Sep 20, 2021 8:35 pm GMT
  • 396 views

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Utility companies must be more agile to meet customers expectations.

In this whitepaper, you’ll learn how your data can help you:

  • Provide customers with personalized usage insights
  • Guide customers in reducing their carbon footprint
  • Recommend offers based on customer behavior
Salesforce
Salesforce offers the leading customer experience management platform for utilities. Deliver superior experiences seamlessly across all channels in a changing marketplace.
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Julian Jackson's picture
Julian Jackson on Sep 28, 2021

An interesting read. Do you think that utilities should have social media management or reputational management teams operating? I ask because, instead of complaining, dissatisfied customers often post on sites like Trustpilot, or set up an critical Facebook page, where they can vent about how useless the company was. With comments enabled also on review sites and newspapers, there are lots more avenues to criticise a corporation than there were in the past. Without monitoring this, companies could be quite unaware of serious issues, I would think. I'm being discreet and not giving any examples, though I know of some.

Steven Dawson's picture
Steven Dawson on Oct 13, 2021

@Julian Jackson good point and so true. I believe Utilities should have a dedicated social media team for this. Let's turn bad experiences into unforgettable good moments :) 

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