Your customers expect their utility companies to provide excellent customer care — with minimal interruptions. As customer experience continues to be a key differentiator for utility companies, your organization needs a cost-effective and reliable way to expand self-service options. With Interactions Intelligent Virtual Assistants, you can provide 24/7 service for reporting outages, starting and stopping service, and more — across any channel.
When your customers need to make changes to their service — like when they’re moving, or enrolling in a new service — they want to do so easily and effectively. That’s why Interactions IVA enables you to collect relevant information, validate move details, schedule new service appointments, and more — all without the need for a live agent.
Whether planned or unplanned, outages and maintenance can frustrate both you and your customers. Use Interactions IVA to deliver proactive communications that provide detailed outage information, notify customers of updates, and survey customers once issues have been resolved.
Interactions Intelligent Virtual Assistants can help you expand self-service to easily collect outage information, provide proactive updates on outage conditions, and notify consumers once service has been restored.
Interactions billing and collections solutions make it easier for customers to set up automatic payments and paperless billing, provide balance information, process payment information, remind customers about near due payments, and more.
Interactions self-service solutions make scheduling and updating appointments fast and easy — saving you the cost of sending a service truck when no one’s home. Allow your customers to easily set, confirm and reschedule appointments without the need for a live agent.
35% of utility customers believe they wait on hold for too long.
37% of utility customers would change utility providers because of poor customer service.
Nearly 20% of utility customers are frustrated by the inability to get help ‘after-hours’.
“Our senior leadership team was blown away when they heard the customer engagement within the system. The entire room of nearly 100 managers broke into spontaneous applause.”
– Jeff Ellis, Director of Customer Experience Services, TX
In the age of customer care, how satisfied are customers with their utilities? Read our ebook to learn more about how utilities can reduce customer effort and improve overall customer care
As one of the largest public power utilities in the United States, Salt River Project (SRP) needed a customer-centric, flexible customer care solution that would help them reduce costs.