How Digital Self-Service Is Transforming Utility Customer Service Experiences
- Jul 28, 2021 3:48 am GMT
This item is part of the Special Issue - 2021-07 - Utility Customer Care, click here for more
The pandemic changed how we all operate our daily lives. In 2021 and beyond, digital technology is creating new opportunities, customers are becoming more engaged, and utility leaders are trying new and innovative ideas. Digital self-service tools like proactive messaging, RPA, Visual IVR, and more deliver the speed and convenience modern consumers demand through the voice channel they use most often.
Today’s customers have grown accustomed to digital self-service channels. The speed and simplicity of solving straightforward service issues on their own leads over two-thirds of customers to choose self-service before any other channel. During the pandemic even more businesses deployed self-service tools across every industry, making automation a daily part of consumers lives.
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