In customer service, you need to know what your customer wants. But it’s also important to know who they are. Fortunately when someone calls your contact center, there are a few IVR authentication best practices that can help.
When someone calls your IVR — also known as an interactive voice response system — you probably hope they’ll finish the interaction using self-service. That means your technology must be smart enough to tell who is calling. There are several ways to make that possible. Read More >
Collaboration can be tough for any software company. That’s why developers came up with continuous integration to solve problems as they occur. But can this process be used in other ways? For example, how can you use continuous integration in QA? Read More >
Self-service is one of the best ways to cut call center costs and speed up over-the-phone interactions with customers. And an IVR is one of the most well-known self-service tools out there. But there are costs involved in buying a new solution or upgrading an old one. So if you want the best deal, it’s natural to wonder whether that IVR cost is really worth the price. Read More >
Most businesses today agree that self-service adoption is one of their most important customer service goals. Self-service drastically cuts costs and makes it easy for customers to get the timely service they desire.
In fact, one West client now saves an estimated $5.4 million per year thanks to self-service optimizations. And another company receives 80 percent of late payments within four hours of sending a reminder thanks to self-service text messages. Read More >
You can have it cheap, fast or good. Pick two.
Not many companies give such an honest assessment of their ability, but this common phrase is true across the board. Rarely, if ever, do you get the luxury of getting all three from any product or service. Read More >
As a utility provider, you’ve kept the power on, you bill fairly and your technicians respond in a timely manner. That’s a great way to boost CX for utilities. But in today’s experience-driven world, it may not be enough to satisfy your customers.
Like all industries, customer expectations of utility providers have changed dramatically in the last decade. People aren’t just looking for the best product or service at the best price anymore. Instead, they want customer experiences (CX) to remember and brands that remember them.
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Peak energy demand credits are great. They put less stress on utility infrastructure, reduce wasted electricity and give many customers a discount on their bill.
But none of those benefits are possible if utility customers don’t know about them. Or just as unfortunate, they know but choose to ignore them. Read More >
Proactive communication helps guide utility customers down the right path. But sometimes you need them to make the most efficient, cost-effective or responsible choice on their own. Yet even when customers want to make the right decision, they oftentimes still need to contact you for help. That’s where inbound communication tools for utilities can help, and summer is a great time to get started.
Inbound communication tools for utilities are really no different than tools used in other industries. They include solutions like chatbots, contact center software, interactive voice response (IVR), webchat, email, web portals and more. So you may already be quite familiar with these tools and just need some guidance on how to get more from them. Read More >
By now, you’ve heard that millennials are paying more for experiences and that customer experience will be the driving factor for the majority of businesses in the next few years. But does that hold true for healthcare, too?
In recent years, patients often elect to receive healthcare through mobile apps, outpatient treatment and clinics instead of hospitals, according to Modern Healthcare. That’s driven heavily by cost and changes to insurance, but it opens the door to a larger shift. Read More >
By Chandler Harrison, Account Development Executive
For today’s utility companies, keeping the power on is the most important consideration in substation management. But with more substations to run and increased demand from customers, saving time and money is more important than ever. So utilities turn to substation automation. Read More >