Technology-backed customer services are enabling utility companies to engage better with end-users and drive up service satisfaction.
FREMONT, CA: Owing to technological interventions, the quality of the relationship between a utility service provider and an end-user is getting better. Traditionally, there used to be a minimum amount of interaction between service providers and customers. Today, the frequency and the quality of interactions and engagement have improved manifold. Customer awareness and demand for better control have driven some of these changes. The incentives that utility companies get have also been a factor in creating grounds for better customer services. The best way to achieve improved customer services for utility companies is by leveraging third-party solutions. Some ways in which technology-backed applications have improved customer services in utilities are listed in the article.
• Platforms for Self-Service
One way for utility companies to enhance customer experience is by providing self-service platforms. The explosion of mobile devices means that most users have access to web platforms. By creating portals and websites for self-service, utility companies can empower customers effectively. The customer portals should ideally be easy to navigate and allow users to pay bills and lodge complaints easily. Along with websites, companies can also design apps that users can install on their smartphones.
•Systems for Effective Communication
Conventionally, utility companies operated in silos. During times of repair and maintenance, workers had to work according to the instructions of superiors. Now technology enables better connectivity, and hence, customers can be directly linked to maintenance teams. With direct streams of communication, services become more reliable, and breakdowns are fixed faster.
Software solutions are helping utility companies transform the billing process for customers. The hassles associated with manual billing are now eliminated with the emergence of advanced billing solutions. Bills can now be generated and shared through digital mediums. Smart meters have also contributed to enhancing the experience of customers.
Technology provides unlimited opportunities for utility companies to optimize customer engagement and improve customer services.