Mike is a marketing professional with experience in partner and field marketing. As Senior Field and Partner Marketing Manager at Interactions, he is responsible for marketing campaigns and messaging for several verticals, including Utilities. Mike holds a BA in Communications and Political Science from Alfred University and an MBA from Bentley University.
When it comes to customer care, it is possible to get the best of both worlds: automate the repetitive transactional piece of the claim with intelligent virtual assistants that provide a human-like experience while having a live agent involved in the process.
Utility customers think that the service they receive from their utility providers is just “okay”, and that it takes too much time to get things done. This is according to a study by Interactions that surveyed over 1400 U.S. utility customers on their customer care experiences with their utility companies. The most interesting result is that over a third of utility customers would switch utility providers as a result of poor customer service.