Post by account_disabled on Mar 8, 2024 20:01:05 GMT -8
Smart metering, iot and other “smart” devices) utilities can retrieve granular and highly precise data about individual services, customer profiles, behavior of third-party customers and usage patterns. The transition to decentralized and distributed energy resources also opens up scenarios that have yet to be explored. According to the recent harvard business review white paper, improving the customer experience in the utilities industry, gradually building a “prosumer” partnership can take the customer experience to an even more advanced level. In harmony with the processes that govern utilities, customers will be progressively informed and trained to become both conscious producers and careful consumers of energy. The emergence of the current generation of digital technologies – particularly smart meters and the internet of things (iot), which allows the “data revolution” to reach a new stage of maturity – makes this paradigm shift possible in a timely manner. Next future.
In the last decade, energy companies have learned to take advantage of their information to transform the very nature of the relationship with users into a consummate dialogue in which to develop concrete possibilities of interaction and adopt a business model that is increasingly focused on the consumer. . 2. Interactivity: two-way communication, the customer Buy Bulk SMS Service experience in the energy sector. Wytse kaastra, managing director of accenture's public services division in europe, has no doubts: "Utilities offer a service more than a physical product." this simple observation highlights the importance of interactivity in building an effective experience for utility customers. As utilities sell something intangible (a service), sales (but also after-sales, customer service, and self-service) experiences are increasingly important. Customers expect the same standards offered by banks or telecommunications providers and digital experiences, such as those designed by content streaming services or offered by ride-sharing companies (such as bla bla car). For a user to activate, they no longer have to go to the branch.
Although the primary communication with customers, whether potential or existing, remains in most cases through call centers, online and mobile channels are quickly becoming the main touchpoints for managing more advanced services. After mapping out the interaction perimeter, energy companies should allow customers to report outages or breakdowns and shut down or start service via the web or mobile device. Users experience a positive customer experience if they can easily and quickly complete a series of tasks on available channels without having to contact the call center. Users' preference for increasingly interactive modes of communication has a lot to do with a change in the situation, in some ways transcendental, that has occurred with mass digitalization. The public services customer has high expectations and, therefore, wants to establish dynamic and two-way communication with suppliers: transactions must be quick and easy to carry out, accompanied by correct, complete and transparent informati