Customer Services in Utilities

Introduction

When we talk about utilities we refer to Gas, Electric, Oil, Water and Telecoms. Essential services for every consumer and every business – once public and now privatised, but always in the news. Customer Services in utilities has a mixed reputation, some deserved, some less so.

So how can Saascoms support the utility sector?

Public Perception

Cost of living crisis, polluted rivers and seas, offshored profits are just some of the macro concerns of the public. Closer to home, rising bills, lack of competition, lack of compassion and falling service levels all effect customers on a direct basis.

But how much of the perception is reality? The aggregated Trustpilot score for energy providers is a respectable 4.5 out of 5, which is at odds with the negative PR levelled at the industry. This is in comparison to the telecoms and broadband industry which is only 4.1 out of 5. This for an industry which doesn’t seem to suffer the same negative PR on the whole.

So the sector is improving its public image.

Challenges

Utility companies are in a rock and a hard place. They don’t sell a product with an emotional attachment and it is difficult for customers to quantify what they are receiving. Large infrastructure costs and investments as well as international impacts on pricing all add to market complexity. This is not easy for the average customer to comprehend and appreciate.

Will a utility company ever become a well-loved brand? Probably not. But they can become well respected brands. Disruptors such as Octopus are trying to change the opinion of consumers and making a valiant effort. But should utility companies instead focus on what they can offer consumers?

Customer Services in Utilities

Saascoms award-winning customer service platforms are developed to improve both our clients and their customers experience. Powering over 700 brands globally, our insight can highlight what consumers want from a service:

• Communication – easy to contact for both self-serve functions and when a human agent is required. Choice of contact methods to suit the customer.
• Reliability – a service which can be depended on, if there is an issue, clear communication and resolution. Plus pre alerts for detected issues or scheduled maintenance.
• Flexibility – a one size fits all approach is a sure way to upset customers. Being treated as an individual is an important part of customer service.
• Transparency – in customer service, pricing and wider PR messaging.
• ESG – renewables, pollution and sustainable investment are all important issues to consumers. They want to know their providers have the same Environmental, Social and Governance values.

Saascoms Customer Service Solutions

Saascoms has developed award-winning solutions for the utility sector, supporting customer experience and improving CSAT scores. Our platforms are the power behind over 700 global brands from Retail to Finance, Utility to Charity.

Mailmaster

Secure emails and texts, Mailmaster can drastically reduce traditional postage costs and increase customer engagement. Digitise your post and printing.

Here’s a selection of applications for the utility sector:

• Appointments – don’t just send a text, Mailmaster will add a diary reminder to the customers phone or laptop calendar.
• Service Disruption – Mailmaster will not only send a diary reminder, but a pre alert should the household or business need to prepare in advance.
• Meter Readings – send customer requests in real time, improving accuracy.
• Customer Support – send video links with energy saving tips or important messages.
• Information – from tariff changes to promotions, business updates to new services.

Omnireach

Two way digital chat powered by AI, Omnireach handles customer service administration and up to 90% of day to day customer queries.

Here’s a selection of applications for the utility sector:

• Customer Service – 365/24/7 across multiple digital platforms including webchat, social media, email and text. Customers can always make contact.
• Security – Omnireach can handle ID&V, saving valuable agent time.
• Account Information – from account balance to advising of next payment dates or arrears.
• Account Updates – change of address, contact number, bank details or DD dates can all be managed by Omnireach.
• Vulnerability Detection – Omnireach uses AI, sentiment detection, NLP and machine learning to identify and redirect vulnerable customers. Supporting for example the ‘Ofwat Payfair Guidelines.’

Additional Saascoms Solutions

In addition to Mailmaster and Omnireach, Saascoms has developed a further platform to support the utility sector.

Resolution

A self-serve debt management portal for those customers who have found themselves behind on payments. Resolution empowers customers to make repayments, set repayment plans and use tools including income and expenditure to calculate affordability options.

Resolution provides a direct contact platform to the debtor and signposting for the customer to debt support organisations.

Conversely, Resolution provides clients with a clear interface and reporting suite to manage customers in debt, deliver communications and analyse repayment profiles.

To Conclude

For the utility sector to move to a more individual, compassionate and proactive customer service approach takes time, money and effort. At Saascoms our solutions are the difference between good customer service and a great customer experience.

Book a demonstration with our team today.