Communication between consumers and utility companies isn’t as consistent as in other industries. Typically, consumers are the ones to engage with their providers when they have a problem or question, and the company will send a notification when there’s an outage or other PSA.
The result is a lack of trust. On the consumer side, the utilities industry can seem mysterious and disengaged. For the most part, consumers don’t hear from their utility providers unless there’s a disruption in service or if there’s been a security breach (not a fun notification to receive). Not to mention, sometimes the only way to get ahold of providers is via the contact centre where data is siloed and regulated — creating a frustrating experience for consumers.
So how do you create a customer-centric solution to the communication problem? Here are four tips to focus on to connect with consumers:
Arm your agents with the right tools and training
There’s no question that utilities customer service can be tough. Prices are surging and consumers are frustrated, leaving agents dejected and unmotivated. Leaders in every industry agree: training and morale need to take priority in contact centres. With CX experts as your guide, ensure that contact centre processes are cohesive and training is consistently evolving to adopt new technologies.
Balance AI and humans for transparent and accessible communication
Finding the perfect harmony between AI and humans can be a tricky teeter-totter to balance, but you can start by incorporating AI chatbots and automated systems for simple tasks. This will free up and empower your team of agents to focus on more complex or sensitive issues, where human empathy and problem-solving skills can shine.
Prioritise superior security measures
With the reliance on digital infrastructure and the welcoming of data, utility companies are and will continue to be vulnerable to devastating cyber threats that can compromise consumer data, disrupt services and even pose risk to public safety. Data breaches within the past couple of years have tarnished consumer trust, and in order to gain it back, it’s critical to have top-notch security measures in place.
Remember, analytics are your BFF when onboarding tech
As you pinpoint the perfect “hand-off” from robots to humans in the customer journey, analytics will be your guide to making data-informed decisions. By studying the data of each interaction, you can gain invaluable insights into pain points and areas for improvement to continuously adapt and evolve with the new tech.
Key takeaways
A lack of communication on top of security and regulation issues have eroded consumer trust and perception towards utility brands.
Your communication lines and security measures need a makeover. Think: top-notch training, tech within the contact centre, robust security systems and analytics to inform your customer sentiment progress.