Utilities & Telco
of Utility & Telecom businesses have customer experience on their top five priority to improve on.
of Utilities are likely to invest in a mobile first experience integrating transactions in a conversational interface.
of Utilities consider a conversational AI solution to improve their overall customer experience.
In challenging times, customers need reassurance. Help them with the right messages, at the right time.
Watch the video to learn how you can get value out of every conversation.
High competition, innovative new companies, and the rising need for sustainability ask for a change of simple 'energy sales' to 'service sales'. Churn rates increase, as customers are likely to change utility supplier.
Make sure you can compete.
Customers are empowered by digital technology. They expect personalized communications, offers, and services - based on their usage and contract. Customer experience is key. More customers want to be seen as a 'partner', to reduce water consumption together.
Today, telecommunications companies are expected to deliver communications tools, systems, and services in a flexible environment, that can be accessed anytime, anywhere, while complying with rising security requirements.
Vattenfall thanks its conversational success to an integrated approach. Conversational AI Cloud is now used by their Customer Service, Purchasing, and HR teams.
Bot first, agent follow up. Dutch energy supplier Eneco decided to take on the challenge of automating its customer service.
Oxxio reduced calls by 50% with IOT customer chatbot, a customer service chatbot to deal with customer issues and questions and to deliver energy advice in an engaging way.
The customer journey of utilities exists of different touchpoints and interactions where you can engage with customers. Learn more about these phases and how to add value to customer interactions.
Read more in our blogHow can you improve the experience of customers during their telco journey? Discover the different phases and download the customer journey visual.
Read more in our blogDid you know customers leave a brand most often because of poor service? Great customer service can help reduce churn. Meeting customer expectations will help you retain them.
The challenge for Marketing & Sales in Utilities & Telco is to attract new customers and reduce churn simultaneously. Optimizing the customer experience helps you achieve this.
Technology should work for people, not against them. Streamlining your operations will help you live up to customer expectations.
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Customer Service
