Utilities
Utility organizations are now realizing that in addition to improved customer service and customer care, outbound customer communications can dramatically help to avoid the future high cost of customer contact and customer service. Traditionally, utilities have associated customer communication with immediate revenue generation (i.e. collection, dispute resolution), and with being event-specific or demand-driven. Now, there is a shift to recognizing communications as a resource to manage the customer relationship throughout the entire customer lifecycle.
The role of conversation analyics
Conversation analytics can be used to understand the true Voice of the Customer and craft predictive, personalized strategies to manage future revenue and activities. Data can help to:
Better understand customer journeys
Put data at the center of decision making with a 360-degree view of the customer
Identify and predict issues to resolve quickly
Provide next-action guidance to agents
Automate 100% QA process to ensure broad script adherence
Actionable Outcomes
Mine Customer Feedback
Real-time customer feedback –>
Quick and immediate action and reaction to risks and opportunities within the call
Improve Outcomes
Customer response analysis -> Quick adjustments and improved campaign decisions
Enhance First Call Resolution
Real-time customer feedback –>
Address complaints and improve first call resolution
Assess Sentiment
Deep, granular customer insights → Predictive customer experiences
Improve VoC
Deep, granular insights –> Improve Voice of Customer program
Track Trends
Enhanced understanding of customer and environmental trends and contexts →
Informed decision-making
$15M Potential Savings for a Utility Company
This case study explores how a leading Utility Company utilized Call Journey to identify and capitalize on 201 opportunities for business improvement
