Today's customers expect more from their service providers than ever before.
Effective customer engagement elevates the customer experience, lowers the cost to serve, improves the collections process, positively impacts customer behavior, and increases customer satisfaction.
With VertexOne's digital customer engagement solutions, customers gain access to instant information, self-service functions, personalized communication, and actionable insights. All of this is made available online, through the mail, and over the phone.
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To achieve optimal operational efficiency and uphold top-notch service standards across a range of utilities, a higher level of organizational intricacy, strategic foresight, and resource management is essential.
This comprehensive guide will lead you through the diverse customer touchpoints in various utility services. Whether it's addressing dissatisfaction from a hefty bill or establishing seamless omnichannel communication during an outage, it is imperative to have a proactive strategy for every step of your utility customer's journey.
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Creating a memorable, elevated customer experience is about more than picking up the phone. A stellar customer experience means delivering interactions that are both valuable and efficient. To do so, you need to know about your customers and offer answers quickly.
Give your customers and your care team full access to account data, usage information, payment details, and other insights in one location. Integrate engagement with your CIS to make billing and metering data available to agents and customers alike and eliminate duplicate data across systems.
Increasing customer satisfaction requires utilities to build trust in the community. Along the customer journey, there are many touchpoints you can leverage to build trust:
