Utilities often have exclusive rights to serve customers in specific geographical service territories, so it’s tempting to think CX isn’t as important.
According to research from Capgemini, however, 73% of utility customers would be willing to spend more in exchange for a better experience. Research from IDC suggests that utilities suffer from lower CX scores than other industries. The good news is that lukewarm satisfaction ratings can be easily rectified, and the solution will save the company money.
Utilities have a tremendous opportunity for digital containment when digital and self-serve experiences are easy, intuitive, and satisfying.It starts with BryterCX.
BryterCX partners with clients to deliver customer-delighting, company-revolutionizing results with IRISTM, our journey management solution. With IRISTM, you get the insights you need to create meaningful human experiences and win customers for life. With our solution, companies typical experience:
According to a Forrester report we’ve helped industry leaders achieve over 300% ROI from their journey management investment with BryterCX. Total benefits generated over a 3 year period also include:
With IRISTM, your average investment of less than $0.15 per customer per year will make it possible to:
Companies that connect siloed, fragmented data to create an omnichannel view of true customer experience can do this and more.
Start with this resource on “Demystifying Common Journeys”. Utility companies that understand the path their customers go through to accomplish a task and are able to apply journey mapping to create a visual representation of the desired path that they want their customers to experience are one step closer to complete CX illumination.
A North American utility company with over 20 million customers wanted to simplify cross-channel customer journeys in order to reduce costs.
Mapping the Customer Journey:
BryterCX identified which journeys led to costly agent interactions, and we discovered that a majority of customers contact the utility company to find out balance information, hear payment and billing history, and make payments, even though a host of self-service options were offered.
We focused on key customer journeys, including Payments, Payment History, and Payment Extension Plans. In doing so, we discovered that a large percentage of customers could not be digitally authenticated. Key findings pointed to recognition errors that required tuning at specific departure points and business rule refinement to simplify processes across Web, IVR, Mobile and Agent channels.