Today's customers expect more from 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.
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.
Proactive Utility Communication
Increasing customer satisfaction requires utilities to build trust in the community. Along the customer journey, there are many touchpoints a utility can leverage to build trust:
When Hendersonville’s billing software provider stopped offering its current customer portal, they looked for a provider who offered similar customer portal options.
Hendersonville Utility District (the Utility) needed online billing features, a self-service customer portal, and water efficiency data through meter reads to continue meeting customer needs.
After evaluation, the Utility turned to VertexOne’s digital platform to deliver an efficient customer experience.