Increase Customer Satisfaction and Reduce the Cost to Serve Your Customers
The critical services you provide are essential to your customers’ lives. Blackouts, broken lines, and other emergencies can put customers in danger, making communications vital for the utilities industry. Providing outstanding customer experience can help you differentiate yourself and improve overall customer satisfaction ratings.
Utilities often face challenges such as increased competition, changing regulations, and growing customer expectations. Omnichannel contact center technology can help solve these problems and more. Omnichannel support allows your agents to engage with customers over a variety of channels and proactively reach out to end users when an emergency occurs. Bright Pattern Contact Center software provides you the technology to differentiate yourself from the competition by providing effortless and personalized omnichannel customer service.
Advanced automation plus AI and bot technology can help customers quickly find answers to their questions in a self-service environment, reducing your overall cost to serve and empower agents as they focus on more demanding and engaging inquiries.
Proactively Engage with Customers
Proactively notify customers of planned outages or unexpected emergencies over voice with outbound campaigns in self-service channels, or over mobile devices via SMS text or in-app.
You can even create automated SMS text reminders of service appointments or proactively reach out to customers regarding billing changes.
Offer Mobile and In-App Self-Service
Allow customers to access information in-app or over other self-service channels. By providing outage and billing information on self-service channels, you can reduce influx of calls during emergencies and reduce customer service costs. You can also provide customers the option to report outages via SMS or in-app and receive updates during emergencies.
Automate Common Inquires
In the utilities industry there are many frequently asked questions and common inquiries, like customers checking on their payment status. Reduce costs by automating common inquires over self-service channels and in your IVR. Even though customers should be able to solve most of their problems in self-service channels, it’s best to always provide an easy way for your customers to speak with a live agent.
Prioritize Emergency Calls
Ensure emergency calls take priority with intelligent routing and IVR functionality. By routing these calls to agents best equipped to handle emergency calls, you can quickly handle the situation and put the customer at ease.
Unified Agent Desktop
Consolidating customer data, communication tools, and easy-to-access information into a single desktop is critical in servicing your customers. The decluttered Agent Desktop puts actionable customer data and knowledge at your agents’ fingertips so they can solve customer problems, not hunt for information. By bringing all customer data to a single screen, agents are empowered to personalize each interaction.
Maintain PCI Compliance
Utilities requires higher levels of security and compliance to protect all customer data and avoid litigation. It is important to have special security standards in place to prohibit agents from viewing sensitive information and to protect customer information from outside sources. Bright Pattern is PCI DSS 3.2 compliant and has received an independent third-party compliance certification from CompliancePoint.
CompliancePoint is a skilled team of contact center compliance consultants with a successful history of consulting and auditing Fortune 500 firms and global industry leaders.