New technologies continually give customers more options to communicate with their favorite brands. Phone calls. Emails. Texting. Push notifications. Even older channels like fax. But what is preference management going to do to help manage all those channels?
To create the best customer experience (CX), you may have to support many or all of these channels. But that doesn’t mean you have to communicate with every single customer on each one. By understanding your customers’ preferences, you can save money, improve CX and discover 11 key benefits for your business. But first, what is preference management, and why do we call it that? Read More >
Although many people are bearish when talking about manufacturing — saying that “jobs are moving overseas” or “nothing is made locally anymore” — the U.S. is actually on track to become the world’s most competitive manufacturing country by 2020. Still, that doesn’t mean there’s a lack of modern manufacturing challenges. Read More >
The power goes out, and a local utility company immediately springs into action to find a solution. But when the outage experience ends four hours later, a woman boots up her computer, opens Facebook and broadcasts to all her friends, “My electric company has lousy customer service.”
Most customers can’t describe good customer service, but they can tell when they’ve had a bad experience. It’s all about feelings. That’s right. Even in the highly regulated utility industry, good ol’ non-technical feelings still carry weight. 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 >
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 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 >